AVAYA Contact Center Telephony SME

  • Laurel, MD
  • 1 week ago
Avaya Telephony, Contact Center, Business Process Analysis, Process Improvement, Avaya Communications Manager (CM) 6.2, Avaya Elite Multichannel (EMC) 6.3/CCE, Avaya Call Management System (CMS), AVAYA CMS, installing, configuring
Contract W2, Contract Independent
Depends on Experience
Work from home not available Travel not required

Job Description

ASSYST is looking for a business resource to provide Contact Center Support for our client's Information Technology (IT) Team. The candidate should have an understanding/experience of the contact center applications listed under “requirements”, particularly AVAYA CMS with hands-on experience installing/configuring the applications.

Primary Job Responsibilities:

Contact Center support for one (1) resource that will analyze and optimize contact center applications performance; make technical recommendations and drive solutions to technical problems; coordinates and supports all voice components including telephony contact center applications, process change requests and implement according to schedule using IT project management methodology.

Job Category Duties/Responsibilities:

  • Provide daily technical support of the Contact Center applications, systems, and associated telephony sub systems;
  • Document and organize existing and planned Contact Center operations and applications;
  • Establish standards, policies, operating procedures,and requirements related to the operation of Contact Center applications;
  • Manage call flow programming using vectors and vector directory numbers (VDNs);
  • Analyze efficacy of contact center staffing and call processing modifications, including telecommuting usage;
  • Develop, refine, and report on statistics for contact center operations and Interactive Voice Response (IVR), including occupancy, abandon rate, first call resolution, etc.;
  • Perform capacity planning for contact center infrastructure;
  • Coordinate Contact technology with IT staff, Customer Relations and other WSSC senior leadership & staff, and vendors;
  • Manage full life cycle telephony projects including writing statements of work, evaluating proposals, recommending solutions and managing implementations post-award

1) Bachelors degree in Information Technology or a related field;
2) Five (5) years Avaya telephony support experience that includes:
a. Two (2) years of experience with Avaya Communications Manager (CM) 6.2 or newer;
b. Two (2) years Verint desktop analytics support experience;
c. Two (2) years of experience with Avaya Elite Multichannel (EMC) 6.3/CCE
d. Two (2) of experience with Avaya Call Management System (CMS)


We are proud to offer a robust benefits package including medical, dental, vision, 401(k) retirement plan, disability insurance, flexible spending accounts and more in order for our employees to maintain a secure work/life balance.
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.

Posted By

Shafeeq Rahman

22866 Shaw Road Sterling, VA, 20166

Dice Id : 10112570
Position Id : 6176929
Originally Posted : 2 months ago
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