Avaya Contact Center Support Specialist

Avaya Elite Multichannel (EMC) 6.3/CCE, Avaya Call Management System (CMS), Avaya Communications Manager (CM) 6.2 ornewer;
Contract W2, Contract Independent, Contract Corp-To-Corp
Depends on Experience
Work from home not available Travel not required

Job Description

We are seeking an experienced Contact Center Specialist with expertise in Avaya to analyze, optimize and support 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.

Position 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 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

Position Requirements:

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


    Please submit your resume in a word file.

    Posted By

    Prasad Nagaraj

    Dice Id : 10120268
    Position Id : ADAU1926
    Originally Posted : 3 months ago
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