Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
1/8/2018
Job Category:
Engineering
Lead Avaya Contact Center Engineer
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Job Description

NO SPONSORSHIP

Lead Avaya Contact Center Engineer

Bachelors Degree and no credit issues, no relo

Looking for a candidate with 7+ years in the design, implentation, configuration and testing of the latest Avaya contact center technologies. Want experience with the latest Avaya technologies and be strong in SIP configuration. Want some CRM, Workforce management and VDN Vectoring software. Any oceania is a plus. Avaya contact center SME.

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.

Qualifications:

  • Bachelor's degree
  • 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.

Technologies:

  • 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

Qualifications

Applicants must be eligible to work in the specified location

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