5+ years of experience
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Employment Type:
Full time
Job Category:
Lead Avaya Contact Center Engineer
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Job Description

Lead Avaya Contact Center Engineer
Chicago, IL

As a Lead Contact Center Engineer, you should have 7+ year's progressive data communications experience, and a Bachelor's Degree in a related technical field or similar discipline. In addition, you should have expertise and experience in technical and professional areas.


  • Bachelor's degree in engineering, computer science, management information systems, telecommunications or related field preferred. Equivalent work experience may be substituted.
  • Understanding of the call center environment, operations, strategy and business practices
  • Experience in design, configuration, testing and implementation of contact center technologies and integrations including digital channels, CRM, Workforce Management, etc.
  • 5-7 years of advanced technical knowledge of
  • Avaya Contact Center systems
  • Contact Center Elite
  • VDN's
  • Vectoring
  • Skills
  • Call Flows
  • CMS 17.x
  • CMS Supervisor
  • Digital Call recording systems (Verint)
  • Agent Desktop and Client Application
  • One-X Agent
  • TDM and IP telecommunications
  • Demonstrate ability to perform complex problem isolation of Call Center Routing Infrastructure such as PRI/T1's, SIP Trunks, etc.
  • Proven knowledge and practical application of voice network security, vulnerability management, security monitoring and detection of in appropriate voice network usage.
  • Understanding of unified communications in the Call Center realm.

Professional skills:

  • Excellent written and verbal communications skills; able to communicate effectively with associates at all levels.
  • Ability to effectively summarize and clearly communicate infrastructure hardware/software problems involving multiple support team(s).
  • Ability to manage concurrent projects to plan.
  • Organized, able to lead, follow through and complete projects with minimal supervision.
  • Self-motivated and adaptable to change; able to work productively in a team setting.
  • Must be able to prioritize and manage time effectively as well as function with no supervision, under tight deadlines, and demonstrate initiative in problem solving
  • Demonstrate ability to execute and perform timely follow-up to ensure customer satisfaction
  • Demonstrate competency in the use of project management tools and methodologies.
  • Ability to instill quality in every aspect of the job function.


  • Basic Call Control
  • Aura Communications Manager 6.3
  • Aura System and Session Manager 6.3
  • Aura Modular Messaging
  • G450 Gateways with PRI and Analog connectivity
  • Call Center Services
  • Aura Call Center Services, Aura Elite and CMS 17.x supporting 325 agents across multiple locations
  • Avaya WorkForce Optimization 12.0 (Verint 8.7)
  • Verint Call and Screen Recording
  • Verint Archiving
  • Advanced Collaboration Services
  • Aura Conferencing 7.2(Audio and Video)
  • Avaya Session Border Controllers
  • Avaya Flare Experience
  • Skype for Business Enterprise
  • Advanced Call Control and Routing
  • Domestic and Global SIP Connectivity
  • IVR
  • Domestic and Remote Agents
  • Advanced Call Center Reporting and Analytics
  • CMS 17.x
  • Avaya Work Force Optimization
  • Control Manager
  • Multi-Channel Customer Experience
  • Real Time Visualization and Historical Reporting
  • Mobile Application Communications


Applicants must be eligible to work in the specified location

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