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Contact Center Engineer

Company: Yoh, A Day & Zimmermann Company
Location: Jersey City
Posted on: April 5, 2021

Job Description:

Our client is in need of a strong Contact Center Specialist to assist with their Avaya Solution Project. This is a REMOTE CONTRACT opportunity. Hours may be in excess of 40/wk depending on global operations. Overtime rate is at hourly rate - no time and half and position includes full benefits package. Must have EXCELLENT communication and interpersonal skills.

This is a W2 contract - NO C2C, 1099, etc. - NO exceptions.

Pay Rate Target: -$75/hr. to $90/hr. (depending on experience)

****Questionnaire and interview will be required for all submitted candidates.

Summary:

Our client is looking for a professional Senior Avaya Contact Center Engineer with an in-depth knowledge of the Avaya Aura Contact Center portfolio. --The position will reside in the Telecoms team and will be directly supporting multiple business units using the Avaya Aura Contact Center products and solutions. The Contact Center Engineer will be responsible for leading and delivering medium to large projects involving the planning, design, configuration, and technical support of an Avaya cloud solution. --

The Senior Contact Center Engineer role will be hands-on but will also be expected to collaborate with other junior and senior staff to oversee work as well as develop standards, methodologies, and procedures relevant to the role.

Responsibilities:


  • Strong hands on technical experience of configuring, maintaining, and troubleshooting the following Avaya Aura Telephony and Contact Centre systems:


  • Avaya Communication Manager
  • Avaya System & Session Manager
  • Avaya Elite Contact Center
  • Avaya CMS
  • Avaya AES
  • Avaya Aura Messaging
  • Avaya Work Force Optimization
  • Avaya Proactive Outreach Manager
  • Avaya Experience Portal
  • Avaya Business Rules Engine
  • Avaya Oceana
  • Knowledge of other contact center technologies


    Directly support business initiated projects, including:

  • Leading requirements gathering, documentation, planning and design of business changes
  • Develop / oversee development of call center configuration items such as call flow routing, IVR routing, non-voice contact routing, report development, investigation of integration points etc in the Contact Center systems detailed above.
  • Work with 3rd parties / vendors to articulate business needs, and ensure work is delivered accurately and to specification


    Provide program guidance and develop program timelines from an engineering point of view in partnership with our program management office.
    Direct and communicate with leadership on status of programs and open issues.
    Provide support on Avaya Contact Center solutions, providing incident and change management for our customers.
    Providing an engineering response to service requests from business units.
    Leading Contact Center and telephony system maintenance checks.
    Maintaining all relevant service management system tickets, inventory, and other data
    Diagnosing and resolving complex software, hardware and usage issues
    Applying all company and departmental policies, procedures and work instructions to daily tasks and proactively contributing to improving these where possible



  • Qualifications

    Minimum Qualifications:

    Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
    7+ years of experience in an Avaya Contact Center environment with technical experience in distributed technologies and systems development
    5+ years of experience leading projects with or without direct reports
    Working knowledge of CTI, LAN/WAN communications, routers and switches
    Working knowledge of communications protocols (SIP, H.323, RTP/RTCP etc), --
    5+ years of strong hands-on knowledge and experience of the following Avaya platforms:

  • Avaya CM
  • Avaya System & System Mgr
  • Avaya System & Session Manager
  • Avaya Elite Contact Centre
  • Avaya CMS
  • Avaya AES
  • Avaya Aura Messaging
  • Avaya Work Force Optimization
  • Avaya Proactive Outreach Manager
  • Avaya Experience Portal


    Extensive PBX/ACD/IVR experience including call flows, vectors, and adjunct routing, system architecture, design principles and implementation
    Experience with configuration and support experience in a complex multi-layered network environment.
    Excellent organizational skills including reporting, written and oral communication and task prioritization.
    Must be highly motivated and a self-directed individual.
    Participate in cross-functional teams and ability to work effectively in a geographically dispersed team.
    Experience working under tight deadlines and high pressure environment.
    Excellent troubleshooting and analytical skills.
    Capable of quickly learning new technologies and procedures, as well as being willing to train others in procedures mastered as part of implementations.


    What are you waiting for? Apply Now!

    Recruiter: LaRee Meade - laree.meade@yoh.com (MS WORD formatted resumes only)

    #ZipESD

    Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.PandoLogic. Keywords: Contact Center Engineer, Location: Jersey City, NJ - 07311

Keywords: Yoh, A Day & Zimmermann Company, Jersey City , Contact Center Engineer, Engineering , Jersey City, New Jersey

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