POSITION SUMMARY & DUTIES The Telephony Design & Support Specialist will be responsible for the design, management and maintenance of an entire company’s PBX, telephony and recording systems as well as delivering support service to local system administrators. Main duties are: • Management, design, development and implementation of local telephony infrastructure systems. • Part of a team that remotely manages corporate-wide telecom and telephony systems from a central location, including security activities and remote support. • Hardware and software solution design and implementation of standards for a global organization. • Problem diagnosis of production issues in a complex, business-critical, Avaya technology based environment • Following established procedures and documents new procedures. • PBX / ACD administration responsibilities such as: o Telephony and Telecom Technology (Avaya) o Remote and onsite telephony systems deployment o Performance tuning and systems maintenance; o Capacity planning, assessment and implementation planning for diverse customer hosting requirements o New telephony technology integration • Databases (related to call records) administration and maintenance • Coordination with other IT departments, areas and specialities. QUALIFICATIONS Education: • High school Diploma/University Degree in Computer Science or Technical High School Diploma/University Degree • Avaya Certifications if possible. • Good/Excellent knowledge of English Skills To qualify for this role you must … • Have the following IT skills: - Avaya G3; S8300-8700 (Communications Manager) PBX with ACD functionnalities - Avaya Call Management System (or any Statistics / Reporting tool for Call Center environment). - Call Accounting Sytems (or global understanding of calls tarifications and how to apply it) - Interactive Voice Responder technology (Conversant, Altitude, Envox, Genesys…) - Voice and Screen Recording (Nice, Altitude). Scheduled or On-demand. - VOIP technology - Generic databases (SQL, MySQL…) - Altitude Predictive Diallers (Mosaix, Davox, Genesys would help) - CTI technology - CRM applications and technology - General Telephony knowledge - Understanding of routing (voice and data). - Call Center knowledge and their service level indicators • Have very good verbal and written communication skills and be able to produce technical documentation in English. • Be available for out of standard business hours support, if required. Experience • At least 5 years experience of PBX and telecom systems hardware and software configuration/troubleshooting. • At least 4 years experience in management of multi-sites Call Centers.