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Reference # : 18-02117 Title : Contact Center Support Analyst
Location : Sunnyvale, CA
Experience Level : Start Date : 01/11/2018  
Job Description:

Role Description:
Client's Contact Center Infrastructure team designs, deploys, and supports contact center solutions in support of all of Client's customer support and sales needs. You will work with both internal Client teams and external vendors to designing and deploy new contact center infrastructure across Client data centers.

Job Roles and Responsibilities:
-- Execute voice and contact center infrastructure implementation / deployment projects.
-- Participate in technical discussions with other internal teams and external vendors.
-- Assist in troubleshooting and resolving escalations and outages.
-- Vet and implement configuration changes.
-- Create and improve documentation, including configurations and MOPs.
-- Maintain lab systems.

Required Skills and Qualificaitons:
Experience in software and hardware evaluation, selection, deployment and system monitoring tools.
Basic to intermediate experience of programming concepts and ability to create programs in an object oriented language.
Experience in Unix, Shell or Perl scripting to automate repetitive tasks.
Experience in voice and data networking infrastructure elements including SIP, MPLS, Load balancers.
Hands-on debugging and troubleshooting skills in various platforms and protocols like TCP/IP and VoIP.

Additional Prefered Qualifications:
Knowledge in Supporting AVAYA contact center systems.
Experience in developing or automation of monitoring solutions for IP networks or Avaya systems.
Basic experience in any of the following languages Java, Python, c++, SQL or javascript.