Description
Qualifications:
The priority for this role is the routing skill via AT&T Route It and the switch. We would prefer someone with experience in designing traffic flows for large call centers.
Candidate must have a strong working knowledge of telecommunications including AVAYA PBX/ACD, and other Contact Center voice related peripheral systems.
Technical proficiency in Avaya PBX vectoring and Avaya CentreVu Call Management System (CMS) reporting is required.
Proficiency with MS Office applications and Windows operating systems.
Knowledge of carrier services (AT&T, Verizon and additional carriers as applicable) and their network routing and reporting applications (business direct).
Knowledge of IVR and CTI functionality.
Experience with a 24 x 7 multi-site enterprise work environment.
This candidate should be a strong team player, be able to think outside the box, have excellent interpersonal skills, and be a self starter.
The candidate must have strong documentation and organizational skills.
Business Reason:
This contractor has been approved as a resource for call center routing and RouteIt requests; routing for new customers with contractual deadlines, along with current workload, etc.
Responsibilities:
This position is equivalent to a Senior Analyst. He/She would have responsibility for Avaya PBX and Contact Center related projects to include call center call flow design, AT&T/Verizon network routing design, Nuance Interactive Voice Response (IVR) system integration, Cisco Intelligent Contact Management (ICM) system integration, Computer Telephony Integration (CTI), d project management documentation, CMS reporting, advanced vector logic creation. This position would lead efforts on new customer contractual requirements.
It is an escalation point on all change records and 24 x 7 troubleshooting questions for voice telecom. Works with personnel at remote locations to identify system/network problems at those locations. Performs primary after hours on-call duties on a rotational basis.