Direct client requirement – Ram@fabergent.com
For quick consideration, do not change the subject line.. If you are interested, send your resume to ram(at)Fabergent(dot)com.
Avaya Engineer – New York - Full Time
Position Description
We are looking for a an experienced consultant familiar with Avaya CTI, Voice Portal, PBX or IC to be a member of the IVR application development and support team. The candidate will be responsible for the development and enhancements of the IVR applications using standard SDLC methodologies, ranging in specification from enhancing the self-service experience, to leading the voice user interface design, development, performance tuning and customer feedback.
Principal Duties and Responsibilities:
· Design, implement, and execute changes as part of run the bank initiatives, such as minor IVR scripting and grammar changes, CTI call routing changes, and call recording platform configuration changes
· Design, implement, and execute appropriate solutions and enhancements to ensure an improvement in system reliability and performance
· Ensure project deadlines are met and are in alignment with the needs of the business unit, and coincide with release management and governance.
· Produce performance metrics, analyze trends and identify opportunities to improve the level of service and reduce cost as appropriate
· Support Engineering Infrastructure team during weeknight and weekend maintenance / work windows for activities such as server patching, WAN/LAN network maintenance, other infrastructure changes such as network and equipment upgrades etc.
Skills Required
· 5+ years of IT service delivery experience in call center area.
· Thorough understanding of call flows, queuing, routing and CTI on Avaya CM, Avaya AES and Avaya IC platform. Candidate should have knowledge of designing and troubleshooting routing work flows, IVR-CTI integration and CTI Data Dictionary.
· Thorough understanding and experience building self-service speech recognition IVR systems in an open architecture, including VXML, CCXML, web SOA, using Avaya's Dialog Designer or any other Eclipse based IDE for IVR app development
· Thorough understanding and experience with call back and dialer technologies, preferably with virtual hold solutions
· Experience building and supporting Call Center Reports on Avaya CMS and Avaya OA.
· Experience managing and administrating call recording solutions, preferably NICE including Call Analytics/agent quality measurement/score carding and audit
Skills Desired
- Technical background in network engineering and/or IP telephony, specifically around MPLS and QoS
- Thorough understanding of Avaya products, services and future platform roadmap including, but not limited to the Aura architecture, next generation PBX/ACD, Avaya CTI/IC (computer telephony integration/interaction center)
For more requirements visit : www.ramatfabergent.blogspot.com || Ram – 701-526-3400 || 63, Ramapo Valley Road, Suite 214. Mahwah, NJ 07430.