Senior Voice Engineer-Avaya-Turrets recruitment

We're looking for individuals to help shape the technology, process, and operations that make up voice services within the firm. The IT Telecom Associate is part of a team responsible for the day-to-day administration, operation, and support of voice infrastructure (Avaya CM, Avaya MM, BT ITS p51, NICE/Cybertech Call Recording and other related technologies). This person must be a hands-on Avaya and/or BT technology expert and must be able to operate and help improve the existing processes. This role includes 24x7 off-hours support responsibilities.

Responsibilities would include:  

• Respond to, resolve, or escalate all incidents and requests within the accepted SLA 

• Demonstrate ownership of assigned requests and on call responsibilities 

• Communicate clearly and in a timely manner to end-users about the status of their requests 

• Monitor environment for operational excellence 

• Identify and escalate risks in the environment 

• Look to evolve the telephony infrastructure to maintain Bridgewater at the forefront of communications technologies through adoption and introduction of features/products/automation. 

• Clear service orientation with a continuous improvement mindset to assist in the development of Service Offerings.  

Position Requirements:  

• Deep experience with Avaya telephony and/or BT including both line and trunk side H.323 and SIP. 

• Familiar with DHCP, DNS, QoS designs as it impacts VOIP telephony 

• Understanding of best in class monitoring platforms for Avaya infrastructure including RTCP voice quality monitoring, trunk capacity analysis (Erlang calculations), etc. 

• Familiar with call recording platform (NICE/CyberTech) along with AES CTI integrations including CMAPI and TSAPI at a protocol/troubleshooting perspective. 

• Familiar with telco circuit provisioning and troubleshooting for all circuit types including but not limited to ISDN PRI / BRI, POTS, trading ARDs/MRDs, SIP trunks 

• Must effectively handle multiple streams of work – requests, incidents, and projects with limited supervision 

• Excellent organizational, verbal, and written communication skills   

Preferred candidates would also meet the following criteria:  

• Trading floor turret infrastructure experience 

• Financial Services background 

• Previous experience working in an operational support role.