Responsibilities : - Escalation of all support issues from Telephony support Frontline teams - Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
Delivery of upgrades and enhancements as projects to existing telephony platform - Programming of call center IVR, call flows, VDNs, vectors.
Familiarity of Avaya reporting adjuncts CMS, IQ, and ANAV. - Familiarity with WFM and Call Recording solutions from an integration, administration, and support aspect.
Familiarity with multimedia solutions such as Elite Multi-Channel- Gather requirements from business teams who want to expand current call centers or build out new call centers.
Understanding of VOIP and SIP from a signaling and integration perspective- Comfortable with Routing, Switching & System Security-
Write call flow documentation based on these business requirements.- Document existing call flows and maintain the repository of call flow documentation.
Provide advice to the business teams on best practice call flows.- Update internal knowledge base as required The candidate will meet the below following functional requirements : -
Experience with 3 or more of the following : - ACSS Experience Portal- ACSS Contact Recording- ASPS CMS- AIPS Call Center Elite Multi-
Channel- ACSS Call Center Elite- ASPS Control Manager- Ability to work in a very high pace and dynamic environment.- Ability to quickly adapt to changing need, infrastructure, and evolving business processes.
Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions.
Ability to work closely with cross-functional teams, including application development teams and functional leads.- Ability to work directly with end users on issue resolution, and process development.
Strong interpersonal and communication skills.- Ability to analyze metrics, extracts trending data, provide status reports and provide continuous improvement recommendations.
Ability to create and maintain Technical and functional documentation.- Proficient working with spreadsheets, word documents, and preparing and presenting powerpoint type presentations to varied audiences including different levels of management and functional groups.