Description
Network Carrier Interface Experience:
Experience providing design guidance from the Network carrier perspective. This includes routing, 800 number plans, features, load balancing etc. The resource understands the current carrier usage, network features & functionality and the configurations/mappings for the Contact Center Environment.
o Multiple carrier configuration experience.
o Understands the available carrier network features
o Understanding of 800 number usage and control
o Understanding of Network IVR environments
Contact Center Experience:
Experience providing input to the design and implementation of call routing, queue structure, contingency planning etc. to ensure we have an architecture that will support the Lines of Business.
o Avaya switch configuration knowledge
o Avaya trunk knowledge and call routing
o BSR and Tie line knowledge
o Support for centralized Contact Center designs
o Multi-site transformation
Lab and certification skills:
Experience taking an architectural design and implementing the solution in the lab, testing and certifying the solution with documentation required to implement in production.
o Creation and execution of test plans
o UAT experience with multiple call flow requirements
Problem resolution skills:
Experience of taking the lead role in the resolution of problems. The team has worked through a variety of issues from design, testing, certification and deployment in production.
Deployment experience: The team has experience in the deployment of a centralized contact center solution transforming multiple locations to a centralized core infrastructure.
Solutions Engineering Experience:
The team has experience taking an architectural design and creating the actual solution with the associated documentation for other teams such as deployment and operations.
Genesys:
Experience integrating the Genesys platforms multiple Genesys delivery solutions including SIP server, Agent level routing and site level routing. Has the ability to interface with the Wells Genesys support team to provide current call routing requirements and assist with new call routing design requirements.
o Genesys knowledge with equipment interfaces and call routing options
o Support for Avaya CM based site routing
o Support for SIP server agent level routing
o Support for Avaya CM based agent level routing
Avaya:
Experience providing design and architecture support based on the equipment capabilities. The resource has knowledge of the equipment, ability to quickly understand the end state environment and desired feature capabilities that need to be implemented.
o Configuration skills
o Adjunct integration skills
o Application Enablement Services
o CMS
Sonus:
The team has experience with SONUS Avaya integration and with Cisco Integration. This experience includes supporting the GSX, PSX, DSI, EMS platforms. The key integration points between Avaya and Cisco.
Deliverables:
1. A lead architecture resource to coordinate with the Wells Fargo team and the selected vendors to assist with the solution integration. The lead resource will integrate into the Wells Fargo team and act on behalf of Wells Fargo in discussions with the selected vendors.
2. Test plan review, modification (if required) and execution support. Based on experience in this area the team can assist by identifying possible gaps in the testing or suggesting modifications to support the particular design.
3. Lab integration testing. Assistance with any issues within the lab surrounding integration testing.
4. Problem resolution with integration and deployment. The team will assist the Wells Fargo team in the resolution of problems by assisting with the identification of required resources to assist with problem resolution. The team will have access to and leverage as required other HP resources and technical communities to assist with issues.
5. Production support during pilot programs. The team can assist with the pilot rollouts from a technical and program level. This is based on experienced gained from deploying multiple sites in a similar environment.
6. Knowledge exchange based on lessons learned. The team will share knowledge that was gained from integrating Sonus with both Cisco and Avaya platforms. In addition to the integration with the Genesys platforms.
7. Assistance with the development of support documentation. The team can assist with the development of production support documentation required to support the solution once it has been deployed. The team is fully aware of the support challenges with this type of solution and will seek to reduce potential issues that may arise.
Position will be remote with up to 50% travel involved.