Sr. Voice & Contact Center Engineer, Voice Services

Jobbeschreibung

Serve as Tech Lead on the UC Operations team
Partner closely with customer facing Contact Center teams to develop and implement technical solutions.
Develop and deploy Contact Center technical standards across all call center locations globally
Perform as a subject matter expert in complex, multi-phase platform migration
Identify opportunities to leverage existing technology solutions to improve customer and agent experiences
Identify and advocate for new technical solutions that solve critical business problems
Design and documentation of technical solutions, including architectural documents, engineering design documents and operational documentation
Mentor and develop team members on Contact Center technologies
Develop standard operating procedures for support of technical solutions
Ensure adequate system capacity to support business growth projections

5+ years designing and deploying complex contact center solutions leveraging Avaya platforms and technologies
Demonstrated knowledge of Avaya Call Center Elite, Avaya Oceana, Communication Manager, Avaya Control Manager, Avaya Workspaces and Workplace clients, Avaya System Manger, Experience Portal, Engagement Designer, Workforce Optimization, Avaya Breeze, OneX Agent, CMS, CMS Supervisor, Session Border Controllers, Avaya Aura Device Services
Experience with large-scale, multi-phased migrations
Strong understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
Experience with voice-centric programming languages such as VoiceXML and Pyton
Demonstrated experience in troubleshooting complex technology issues across various technologies
Experience with industry standard call recording platforms, IVR solutions, WFM (NICE, Verint, Aspect)
Strong analytical background with focus on developing data-driven solutions
Develop and maintain call flow and technical documentation
Ability to work in a fast-paced and dynamic environment that can quickly change direction

Refer code: 1191454. Tesla - Der vorherige Tag - 2024-02-11 10:26