Job Title: ICT Telephony & Unified Communications Analyst – Level 6

Overview: The Housing Executive operates a high-availability Avaya Aura solution, which serves as the core enterprise communications platform, supporting unified communications and contact center solutions using SIP architecture. This platform operates around the clock, 365 days a year, supporting 3,500 unified communications users and 200 concurrent contact center agents across 6 locations.

Position Summary: As an ICT Telephony & Unified Communications Analyst – Level 6, you will play a vital role in ensuring the robustness and functionality of our Avaya Aura Unified Communications Platform. Your responsibilities will encompass Incident Management, Service Request Management, Change Management, Problem Management, Contract/Supplier Management, and support for the IP Telephony Infrastructure, including all its components. You will collaborate closely with key suppliers and stakeholders to maintain our communication infrastructure at peak performance.

Key Responsibilities:

• Ensure timely resolution of incidents and service requests within agreed SLAs, escalating to appropriate teams or third-party suppliers when necessary.
• Manage change and problem management processes.
• Assist in telephony and unified communication projects, upgrades, and migrations.
• Cultivate strong working relationships with both internal and external customers.
• Develop and maintain technical documentation and end-user guides.
• Demonstrate a willingness to learn new technologies and understand business challenges.
• Undertake any other IT-related duties assigned by IT Team management.

Candidate Requirements: We are seeking candidates who possess the following skills and experience:

Essential:

• 1-3 years of proven technical experience within the last 3 years.
• Experience with IP Telephony Technology, including call routing, contact center solutions, and reporting.
• Familiarity with Unified Communications Technologies.
• Knowledge of Avaya products and setup.
• Experience supporting and troubleshooting LAN and WIFI networks.
• Familiarity with ITIL processes, including Incident Management, Service Request Management, Change Management, Problem Management, and Continual Service Improvement.

General Experience & Skills:

• Commitment to delivering high standards of customer service.
• Strong analytical and problem-solving skills, both individually and as part of a team.
• Dedication to promoting continuous service improvement by collaborating with customers.
• Ability to maintain positive customer relations and handle complaints efficiently.
• Self-management, adaptability, and responsiveness to change.

Desirable:

• Relevant IT Degree.
• Experience working with Avaya products, including the implementation, design, and support of Avaya contact centers.
• Proficiency in managing and supporting IP Telephony systems and architecture.
• Avaya/Networking Certification or Training.
• ITIL Certification or knowledge of IT Infrastructure Library (ITIL) practices.
• Industry-recognized certifications.

If you are interested, please apply via the link or send your CV before 3pm on 29th September