WI RESIDENT Hybrid Avaya VOIP Telecom Technician 3
HybridMilwaukee, Wisconsin, United States
Job Summary
Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems for the organization's VOIP systems, with a focus on enhancing customer experience. Execute moves, adds, changes, and user provisioning across multiple UC platforms, including Avaya and Microsoft Teams Voice, while managing phone number inventory and lifecycle. Coordinate with vendors and carriers for expense management and E911 administration, maintaining accurate call record systems and documentation. Review system performance trends to identify process improvements and implement enhancements under project team direction. This role requires 3-5 years of experience as an enterprise voice technician, with a hybrid schedule in Wisconsin and on-call time not included in compensation.
Required Qualifications
- Experience as an Enterprise voice and unified communications technician or analyst
- Moves, adds, changes, and user provisioning across multiple UC platforms
- Phone number inventory and lifecycle management
- Ticket queue ownership and incident response
- Telecom expense management and carrier coordination
- E911 administration and records management
- User training and adoption support
- Ability to learn new technologies namely Microsoft Teams Voice
- 3-5 years of experience
- Must be a WI Resident
- No relocation is allowed
- Hybrid work schedule
- Occasional early morning start time
- Weekends may be required
Desired Qualifications
- Experience with Landis Contact Center
- Implementation experience
- ITIL Foundations Certification
- Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
- Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)
- Good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice
- Basic understanding of SIP technologies
- Vendor coordination
- Phone installation, and maintenance
- Experience and understanding with e911 platforms
- Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart
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