Network Engineer II

Requisition ID:	32471
Company:	Expedia Asia Pacific
Job Function:	Information Technology
Requisition Type:	Full-Time Regular
Country:	India
State or Province/City:	Gurgaon
Post Date:	11/10/2014
Education Required:	Not Indicated
Experience Required:	Not Indicated
Relocation Provided:	No
Position Description Role: The role requires someone who has experience of working across an environment of approximately 14,570 full-time and part-time employees worldwide. The key technologies deployed are Avaya for corporate telephony, Avaya for contact centre and NICE for call recording and the successful candidate should have experience of all. Additionally the successful candidate should have knowledge of the interworking and the relationships of servers, networking, applications and telecom technologies. This will allow for them to understand the links required while implementing and supporting solutions. Responsibilities: Design • Ability to review and critique design documentation • Support the architecture team in gathering business requirements • Provide input to cost/benefit analysis on intermediate projects Transition • Collaborate in the planning, design, development, and deployment of ACD Call Vectoring, VDN, toll free and IVR routing • Collaborate in the planning, design, development, and deployment of IVR, Call back and Screen Pop enhancements • Collaborate in the planning, design, development, and deployment of Call Server, Gateway, Stations, Trunks and Avaya Communications Manager • Attending project meetings as required Operate • Support all contact centre technologies (Avaya ACD, CMS, Experience Portal, IVR, Call Back, Screen Pops, ACCCM, One-X Agent Central Manager, One-X Agent, System Manager, Session Manager, Verizon Network Manager, NICE Call Recording and Screen Capture) • Diagnose and troubleshoot problems with existing telecom applications. • Find fixes and patches for issues identified and coordinate the hardening of infrastructure. • Prepare and deliver CMS reports • Provide orientation and training to end users for all modified and new systems. • Support the standard reporting needs of the organization and provide standard methods of accessing all telecom reporting data. • Create reports to ensure system is working as expected and performing appropriately. • 2nd/ 3rd line troubleshooting • Extensive Avaya IP Office installation, commissioning and technical support experience. • Being the 'face' of the business when visiting sites • Familiar with WAN/LAN and SIP technologies • Configuration, monitoring and fault finding - routers and data switches • Troubleshoot straightforward voice problems independently by investigating underlying problems • Participate in peer review of changes to the voice infrastructure • Evaluate, implement and monitor incoming voice change requests • Monitor and respond to voice incidents, triage and resolve the problem • Perform quarterly proactive voice testing to ensure proper functioning and reliability of the voice infrastructure • Conduct network studies and performance analyses and recommend changes • Called upon to ensure network documentation and network schematics are correct and up to date • Act as Voice lead in researching, identifying, analysing, resolving problems, and implementing solutions and/or enhancements. • Make recommendations based on problem research and analysis. • Interface frequently with cross discipline support teams - network, server, facilities - to provide seamless voice operations General • Take charge of technical issues within the local team • Candidate should be able to work non-standard business hours • Possibility of being on call over weekends outside of standard business hours • In the event of an emergency you will be expected to participate in supporting the resolution outside of core business hours • Defining new global processes and restructuring the existing processes. Knowledge & Experience: Mandatory • Strong experience in IP Telephony • Excellent English communication skills both orally and written are prerequisite • Experience of using Microsoft suite - Visio, Word, Excel, PowerPoint • Knowledge of Avaya Telephone systems (CM 4 to CM 6.3) • Knowledge of CMS Supervisor Reporting Software • Knowledge of TCP/IP fundamentals & Networking Technologies and their application in a business environment • Basic Cisco network (Cisco certification a plus) • Basic Linux Knowledge • Basic SIP • Basic low voltage wiring knowledge • Knowledge of voice circuit provisioning • Knowledge on Tie trunks, CO, ISDN PRI/BRI, T1/E1, IP, SIP trunks • A strong work ethic • Ideal candidate would be a Self-Starter interested in sharing their insight and experience in an effort to build a World Class voice team • Bachelor's degree in Computer Science, IT, or equivalent. Equivalent work experience acceptable in place of a degree • Basic understanding of ITIL concepts (Service Desk, Incident Management, Problem Management, and Change Management) would be beneficial Desired • Experience of NICE call recording is an advantage • Nectar monitoring or alternative voice monitoring tool like Prognosis • ServiceNow • ITIL foundation certification • ACD Routing • One-X Agent Soft Application • ACM with One-X Agent Central Management Server & AD Integration - AD integration 2015 offering • IVR Technology • INI IVR application • INI Virtual hold • Screen Pop via One-X Agent & Egencia Agent Tool Bar (home grown CRM) • AES integration servers for IVR and NICE • Microsoft integration experience • French language skills *LI-DJ1

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