Lead ICT Telephony Unified Comms Analyst

My client operates a high availability Avaya Aura solution, Avaya's core enterprise communications platform supporting a full unified communications and contact centre solution utilizing SIP architecture. This platform operates on a 24x7x365 basis to underpin services to the public, supporting 3,500 unified communications users and 200 concurrent contact centre agents across 6 locations.

Key Responsibilities:

• Ensure all incidents and service requests are resolved/completed within agreed SLAs, passing to appropriate teams or third-party suppliers if necessary.
• Manage change and problem management processes.
• Lead telephony and unified communication projects, upgrades, and migrations.
• Establish and maintain strong working relationships with internal and external customers.
• Create, edit, and develop technical documentation and end-user guides.
• Learn new technologies and understand business challenges.
• Perform other IT-related duties as allocated by IT Team management.

Required Experience:

• Experience with IP Telephony Technology including call routing, contact centre solutions, and reporting.
• Managing IT projects, upgrades, and migrations.
• Knowledge of Avaya products and setup.
• Supporting and troubleshooting LAN and WIFI networks.
• Experience with ITIL processes including Incident Management, Service Request Management, Change Management, Problem Management, and Continual Service Improvement.

This role will be a hybrid role with 2 days from the office in Belfast. Although the role is initially for a 4-month period there is a high possibility of extension. If you're interested in this role, please forward an up-to-date copy of your CV or call me on (phone number removed).

If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion on your career.

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