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.