Avaya Telecom Administrator

Company Name:
ServPartners' client is a national firm that provides a variety of risk management services to the insurance and business communities. We are customer driven and technology focused, with a commitment to providing cutting edge business solutions and service excellence to our customers.
About the Opportunity:
Our client is looking to add a Sr. Support Analyst to our corporate IT department in their National Service Center located in Irving, TX. The Support Analyst will work on our Infrastructure team and report to the IT Infrastructure Manager.
Manage the Avaya phone and voicemail systems, CMS and Microcall call accounting systems at major locations (Irving, Waco, Omaha, Fort Worth, and Jacksonville.) Make changes to the systems, coordinate repairs, manage maintenance contracts and updates. Maintain system documentation.
Manage the Verint recording systems at major locations (NICE systems comparable)
Manage the corporate long distance program. Ensure that departments are charged back correctly. Maintain a database of over 1,100 toll free numbers.
Place orders for voice and data circuits. Review invoicing. Coordinate contract negotiations and legal review.
Coordinate the audio conferencing and web conferencing accounts. Negotiate contracts.
Manage email to fax accounts and issue HylaFAX toll free numbers. Assist with trouble shooting and coordinate with outside maintenance vendor.
Place telco orders for company-owned branch offices and place orders for equipment as needed.
Manage translation services.
Fill in for other telecommunications employee when they are out of the office.
Experience supporting Video conferencing solutions such as Cisco/Tandberg or Polycom is a big plus
Documentation of process, procedures, and diagraming changes to the environment.
5+ years in telecommunications or call center environment.
Working Knowledge of Avaya systems.
Has knowledge of commonly-used concepts
Good interpersonal and customer service skills required

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