Avaya Contact Center Elite Engineer – Software Systems Specialist III (25763)

Galveston TX University of Texas Medical Branch

This position will assist with migrating enterprise users from NEC/Enghouse Interactive Call Centers to the Avaya Call Center Elite platform. The qualified individual will assist in the planning, analysis, programming, implementation and support of Avaya communication infrastructure.  The ideal candidate must be a self-starter, well organized, a team player and a problem solver. Position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.

Responsibilities:

  • Support Avaya Contact Center Elite, One-X Agent, CMS, Avaya Work Force Optimization and Control Manager, version 7.x and/or earlier
  • Experience supporting interactive voice response (IVR) solutions, vectors, VDNs, call flows and agent skills required
  • Support Avaya Aura Voice 7.x and/or earlier solution technologies including but not limited to Aura Communication Manager, Messaging, System and Session Manager, AES, SAL, Avaya One-X, Session Border Controllers, etc.
  • Development of component context diagrams
  • Creation of detailed design and engineering diagrams
  • Gather business requirements from customers for contact center services
  • Perform gap analysis between business requirements and current service offerings
  • Provide remote and on-site support in the diagnosing, troubleshooting and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.
  • Experienced in instructing users on the basic functionality of the Avaya 9608G phones and Exchange unified messaging
  • This position may require after hours commitments.

*There will be flexibility with regard to location, some remote work may be possible.*

Preferred Qualifications:

  • 5+ years’ experience developing technical documentation (call center solution and design)
  • 5+ years’ experience leading technical initiatives
  • 5+ years’ experience with call center operations
  • 5+ years’ experience using Avaya CMS, Contact Center Elite, Avaya Work Force Optimization, Control Manager and the One-X Agent
  • Avaya Certifications in the above subject matters are preferred.
  • Vectoring, VDN, Skill experience, Call flow architecture
  • Experience with Avaya Work Flow Optimization products including call recording and screen capture applications
  • Avaya System Administrator – Session Manager, Session Border Controller, System Manager, SIP trunks etc.
  • PC and desktop skills
  • Experience supporting enterprise level applications
  • Excellent analytical ability and communications skills
  • Good customer service skills and experience
  • Self-starter, willing to take ownership and work with minimal supervision
  • Strong organization abilities and a passion for excellence
  • 5+ years’ experience developing technical documentation (call center solution and design)
  • Strong knowledge of networking principles and understanding of SIP, H.323, TCP/IP, IP VLANs, Ethernet, Routing, Switching, DHCP, DNS and QoS
    Conducts VoIP architecture design, feasibility and cost studies.
  • Other duties as assigned.

*There will be flexibility with regard to location, some remote work may be possible.*

To apply for this job please visit topspotjobs.com.