Communications Platform Engineer

Arvato Digital Services Canada, Inc. - Waterloo, ON (5 months ago)

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Company: Arvato Digital Services Canada, Inc.

Requisition ID: 27023

The Communications Platform (CP) Engineer is responsible for all aspects of maintaining, configuring, and sustaining our Avaya Aura environment including, but not limited to: implementation of new functional components, maintenance of existing Unified Communications (UC) environment and configuration of Avaya hardware/software and associated platform. In addition, the UC Engineer will possess a demonstrated knowledge of unified communications, including ACD operation and CTI integration, networks, and telecommunications. Additionally, the CP Engineer will assist in the planning, design, installation and support of datacenter, WAN and LAN infrastructure, following best practices and standard procedures for implementation, security and corrective action as it relates to our telephony platform and all underlying network and system components.

Overall Responsibilities:
Responsible for aspects of maintaining, configuring, and sustaining our Avaya Unified Communications environment (VOIP, Contact Center, and other Collaboration technologies) and related supporting infrastructure in collaboration with other team members.
Diagnose, research and resolve problems associated with (but not limited to) Avaya ACD, Voicemail, network trunking, Avaya Vectoring language, Avaya AES and related CTI components, Avaya EMC, VOIP and SIP technologies and software, Cisco network switches, routing configurations, and Avaya application software.
Coordinate, install, test, and troubleshoot transmission facilities (e.g. OC48, T3, T1 PRI, SIP and DS0).
Analyze business requirements to define new solutions and collaborate with other team members to develop and modify network design for all UC applications.
Participate in developing project plans along with some project management of individual initiatives.
Uses knowledge of WAN/LAN technologies and best practices (OSI model, switching, SDN, etc.) to collaborate with team to define and implement new solutions.
Provides level 3 support for resolution of open issues related to our UC platform and/or our network as part of a 24x7 on-call rotation.
Keeps abreast of new developments in the industry and develops enough understanding about how new and emerging technologies are implemented.
This position may require travel by air, car and/or other modes of transportation up to 10% of the time.
Performs other job related duties as assigned.

Job Requirements:
Required:
High School or College School diploma - 4 years or greater of direct relevant technical experience may be substituted for education.
Minimum of 4 years of experience in programming and maintenance of the Avaya CM and subtending systems.
Strong understanding of Voice Gateways (analog, digital and SIP) and dial plan design.
Knowledge of Avaya Aura Conferencing, Avaya Aura Messaging, Avaya Aura Contact Center, Avaya Session Manager, Avaya System Manager. Avaya CMS and Avaya one-X.
Understanding of and ability to assist in configuration of Quality of Service (Campus and WAN), with knowledge of IP Subnetting, QoS/CoS and IPV4/IPV6 models.
Candidate must possess or have the knowledge to pass the ACIS - Avaya Aura® Communication Manager and CM (R6.x or greater) Messaging certification.
Minimum of 3 years of experience providing network support on platforms such as Cisco Nexus or Catalyst line of products, Firewalls, and Load Balancers.
Demonstrates high degree of understanding and working knowledge of TCP/IP, netflow, access-control lists, policy-based routing, firewalls, peering, and DNS.
Minimum of 3 years of experience in an IT role involving Border Gateway Protocol (BGP), Enhanced Interior Gateway Routing Protocol (EIGRP), Spanning Tree Protocol (STP) and Open Shortest Path First (OSPF) design, implementation, and troubleshooting in an enterprise or global environment.
Ability to successfully handle multiple priorities simultaneously.
Strong troubleshooting and problem solving skills, with demonstrated understanding of ITIL principles.
Ability to work extremely flexible hours as needed and support on-call duties.
Additional work hours beyond normal duty hours may be necessary at times to complete the weekly workload based upon the discretion of the supervisor.
On-call availability during off-hours in the event of critical problems with delivery of our UC and/or network services.
Ability to concisely and effectively communicate, and present complex technical information to a varied audience, including technical and non-technical customer representatives.

Preferred:
Bachelor’s degree in IT or related field.
Relevant technical certifications such as CISCO Certified Network Professional (CCNP) or CISCO Certified Network Associate (CCNA).
ACIS - Avaya Aura® Communication Manager and CM (R6.x or greater) Messaging
Experience in contact center operations.
Advanced knowledge of routing and switching, including Voice Gateway and LAN switch configuration and troubleshooting as it relates to our VoIP environment and supporting infrastructure.
Understanding of Cisco UCS, VMware and Microsoft OS.

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.