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Voice/Telecom Engineer - Sr Analyst

Job Location: Ontario - Ottawa

Regional Description: Canada

Job Number: 00594071


- Job description

Voice/Telecom Engineer - Sr Analyst
Location: Ottawa
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.
Job Description
Telecom Infrastructure professionals define and develop telecommunication infrastructure solutions that enable carriers to meet growing demands for network capacity, while also delivering emerging media and services.
A professional at this position level within Accenture has the following responsibilities:
  • Drive incident, issue and outage management, investigation and restoration
  • Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance
  • Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes
  • Operate IT production services according to management protocols and Service Level Agreements (SLAs)
  • Support/lead the infrastructure Service Management lifecycle, ensuring client satisfaction and management of risk to services
  • Provide operational support, ensuring production systems and devices are online and available
  • Manage or support the team organization and delivery of 7x24x365 coverage
  • Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
  • Understands the strategic direction set by senior management as it relates to team goals.
  • Uses considerable judgment to determine solution and seeks guidance on complex problems. Primary upward interaction is with direct supervisor.
  • May interact with peers and/or management levels at a client and/or within Accenture. Determines methods and procedures on new assignments with guidance.
  • Decisions often impact the team in which they reside.
  • Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
  • It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve our clients our employees must be available to travel when needed.
Basic Qualifications
  • In depth understanding of Avaya Communications Manager, CS1k, CCMS, Messaging, System/Session Manager, Verint Impact 360, and other enterprise telephony applications.
  • In depth understanding of telecommunications protocols including ISDN, Analog, Digital, VoIP, SIP, H323, TCP/IP, IP codecs
  • Experienced Telecom support engineer providing support services including provisioning, environment management and maintenance, and operational support services for Red and Avaya Blue voice technologies
  • Expert troubleshooting skills with CS1000, Sig Servers, Network Routing Server, SIP Proxy Server and SIP Trunking.
  • Expert troubleshooting skills with VoIP QoS (Quality of Service) issues
  • Expert troubleshooting skills with CallPilot Manager Version 5.1 and Application Builder.
  • Great troubleshooting skill with IPC Turrets system.
  • Great knowledge with Skype for Business.
  • Great knowledge of Orchestration designer (CCM).
  • Experience designing and maintaining complex ACDs, Vectors, VDNs, and call routing.
  • Plan, design, implement and support complex Telecom solutions.
  • Develop and maintain relationships with internal and external IT partners
  • 10 years of experience providing troubleshooting and repairs with complex, distributed voice networks
  • 10 years of experience with the configuration and optimization of telecommunications
  • 5 years of experience with Nortel Call Center
  • Knowledge of TCP/IP and VoIP networking.
  • Knowledge of Copper and Fiber Cable Standards  
Beneficial Certifications/Training:
  • Nortel CS1000E installation, upgrades & maintenance
  • Avaya Aura Multimedia Contact Center Installation, Administration and maintenance
  • Avaya IP Office installation and maintenance
  • Avaya Implementation Professional Specialist (AIPS)
  • Avaya Support Professional Specialist (ASPS)
  • Avaya Certified Implementation Specialist (ACIS)
  • Avaya Certified Support Specialist (ACSS) Avaya Certified Solution Expert (ACSE)
  • Linux certifications
  • Microsoft certifications
  • IPC Turrets Certification.
Professional Skill Requirements
  • Proven ability to build, manage and foster a team-oriented environment 
  • Proven ability to work creatively and analytically in a problem-solving environment 
  • Desire to work in an information systems environment 
  • Excellent communication (written and oral) and interpersonal skills 
  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian
  • On call 7/24 support is required
  • Security Clearance a plus
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law.   Accenture is committed to providing employment opportunities to current or former members of the armed forces.
We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.

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