Senior Avaya Contact Center Support Engineer
itForte Staffing Services Private Ltd
Pune
6d ago

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.
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