Avaya Contact Center Engineer

Responsibilities:
Responsible for system support, configuration and administration of all contact center adjunct technology
Responsible for designing and programming call routing solutions.
Partner with other IT technical teams to develop appropriate interfaces with technology and ensure quality and efficiency are gained through capacity planning, performance assessment, and both integration and regression testing involving contact center systems.
Act as a consultant to the business and responsible for contact center systems development and developing viable and efficient technology solutions to complex business needs according to customer requirements.
Perform advanced troubleshooting of technical issues, and evaluates current and foreseeable future requirements to determine appropriate solutions.
Work in a team environment
This resource should be able to manage multiple deliverables simultaneously, coordinate with other teams across the org to ensure dependencies are met, and provide direct support to the team to resolve incidents, minimize risk and prevent adverse impacts to the business units.
Be part of on-call rotation for contact support - Must be available for occasional technical support outside of normal business hours for production support.


Required Experience:
Experience implementing Avaya CM (ACD) design, including skill groups, call flows, vectoring, queuing, and TFN business routing.
Experience including Avaya PBX/CM, CMS
Ability to prioritize work affectively and meet tight deadlines when required.
Advanced working knowledge and skill of professional field with ability to function as a subject matter expert for other staff across multiple technologies.
Bachelor's degree or equivalent experience in related field, plus 7 years of work experience beyond degree.

Preferred Skills:
Experience including Avaya PBX/CM, AVST, CMS, One-X Agent, Avaya WFO (CF-Customer Feedback), Call-Back Assist(Sure Connect), CT Suite(CTI Screen Pop), Email routing, Chat, Secure Messaging, Avaya Experience Portal (AEP) and Avaya Business Rules Engine (ABRE), Microsoft Office tools including Visio.
Experience with Agile / Scrum methodologies.
Strong customer service and technical support skills, coupled with problem-solving, trouble shooting skills, analytical and decision-making ability.
Proven ability to effectively communicate verbally and in writing, together with industry personnel, vendors, sales, service delivery and engineering personnel.
Demonstrated working knowledge of telecom principles and concepts.
Ability to query and update data using basic SQL skills using MySQL and SQL Server.
Strong attention to detail.
Strong troubleshooting skills of complex technical issues involving multiple technologies.
Strong customer service skills, logical problem solving, and communication skills.

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