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Technical Specialist - Avaya Voice L3


Mumbai, Maharashtra, India

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To perform a Voice Level 3 Incident Management for assigned customers as per contract deliverables. The
primary objective is to act as the escalation point in Voice services and also guide the L1 & L2 teams on the day to day voice/telephony operations and ensure smooth operations with team leadership skills. Secondary objectives include configuration and review of management tools, monitoring customer specific incidents to ensure service level metrics are met, analysis of incidents and identification of root cause for incidents and problems.

Roles and Responsibilities:

ITSM Process Foundation Certified (Preferable) else knowledge of ITSM is mandatory
Good troubleshooting skills
Effective time and task management
Initiative in service delivery
High commitment to quality
Interpersonal sensitivity and customer responsiveness.
Leadership skills.
Team management skills
Ability to communicate complex technical contents plainly and simply.
Strong consulting skills, flexibility and resourcefulness.
Ability to design and manage effective Telephony/Voice technical solutions
Proven involvement in operations requiring for stringent uptime service levels
Manage L1 and L2 teams for voice operations.

Key Competencies and Skills:

Over 5 relevant experience in Avaya and Voice support and configuration
Over 5 relevant experience with telecommunications carrier services
Relevant 2-3 years’ experience with contact center environment.
Relevant 2-3 years’ experience in managing the IP based Voice Technology,

Avaya: Good level 3 problem resolution techniques of various Avaya products including Avaya Call Manager – contact center.
Cisco : Cisco Call manager , IPCC
Other voice OEM products: Altacel-Lucent , Genesys
Monitoring tools: working knowledge on any industry standard monitoring tools

Good understanding of IT environment including:
Working knowledge of the OSI 7 layer model
High level understanding of LAN and WAN technologies including: TCP/IP
Support and Troubleshooting skills on Avaya s87xx media servers, Communication Manager-7, Recording Solutions (Nice or Verint), Call Management System (CMS), AES (CTI server) is must.
Hands-on working experience and troubleshooting knowledge on SIP technology (Avaya SM/ SBC/AMS/EMS) & Modular messaging / IVR / VOIP Setup
Responsible for voice HW/SW Installation, maintenance, Logistics support, Co-ordination with respective vendors, Log Generation, firmware up gradation and patch management.
Participation in Client as well internal Technical troubleshooting calls. Preparation of root cause of analysis.
Responsible Backup of Various Voice devices like CM,CMS, ACD & recording servers.
Responsible for Customization/programming of Hunt groups, VDNs, Vectors ASAI links and other configurable components.
Call flow and documentation
Responsible for analyzing usage (License, Link, capacity) and providing appropriate recommendation to management.
Facilitated discussions with clients to understand telephony needs, recommended process improvements, and documented requirements

Education and Qualifications:

Graduation/Diploma from Recognized University with Minimum 7 Years of Experience in Telephony IT Field.
Avaya Certifications or equal level of Industry certification in Voice/Telephony.
ITIL Certification.

Additional Information:

Flexible to work in 24*7 rotational shifts.