Currently, PM Telco, a Robbins-Gioia subsidiary, is looking to hire a part-time Contact Center Specialist to support our customer, Avaya, and numerous Avaya end customers.

A DAY IN THE LIFE:

To help make our customer successful, the chosen candidate will:

• Be skilled and knowledgeable in programming and implementing Avaya call center solutions,  including Avaya IC, CM, CMS, ASM, and AES
• Have a thorough understanding of the various telecommunications systems and platforms provided by Avaya including TDM, VoIP and SIP UC/CC architectures
• Support the customer and account team in implementing moves, adds, upgrades and configuration changes of both new and existing Avaya solutions and systems including but not limited to Communications Manager, System Manager, Session Manager and Avaya Aura Messaging
• Ability to analyze customer’s communications needs & develop solutions to improve overall communication
• Must be able to convert those needs to resolution via the software capabilities of the overall solution design by the account team
• Be able to provide clear concise plans to the project team, including the customer, to allow for implementation
• Be able to explain options to the customer
• Be able to effectively communicate & work with the project team to implement the solution
• Will be responsible for designing & implementing test routines to insure function of the software features prior to system release
• Work at the direction of the Project Manager to meet & follow up with the end user client

Required Skills

A Consultant is an exempt customer-facing business professional that provides a variety of information directly to customers for their ongoing programs, new initiatives, strategic planning, and measurement/evaluation in one or more of RG's solutions.  They possess excellent customer service skills, remain current on industry trends, value team work, and have a wide range of interpersonal skills.

Required Experience

To be successful in this role, all candidates must meet the below qualifications to be considered.

• BA/BS DEGREE
• 8+ YEARS OF EXPERIENCE IN TELECOMMUNICATIONS INCLUDING AVAYA CONTACT CENTER SOLUTIONS IMPLEMENTATION AND TROUBLE SHOOTING
• STRONG KNOWLEDGE OF AVAYA CONTACT CENTER SOLUTIONS WITH EMPHASIS ON AVAYA INTERACTION CENTER (IC)
• ABILITY TO SUPPORT AFTER HOURS AND WEEKEND WORK TO SUPPORT END CUSTOMER CUTOVERS AND CHANGE-CONTROL TIME WINDOWS
• ABILITY TO TRAVEL TO CLIENT SITES FOR ON-SITE DELIVERY AS REQUIRED (MINIMAL LEVEL EXPECTED)

BRING THE WOW FACTOR:

In addition to our core requirements that are an absolute must for this role, we want to highlight some of the qualifications that we consider to “Bring the WOW Factor”. Below are some of those “WOW Factors” that we would love to have, but that are not considered hard requirements to do the job.

• AVAYA CERTIFICATIONS
• EXPERIENCE WITH A VARIETY OF VENDORS AND PRODUCTS, INCLUDING THE AVAYA AND/OR NORTEL PLATFORMS
• EXPERIENCE WITH BOTH PREMISE-BASED AND CLOUD-BASED SOLUTIONS AND IMPLEMENTATIONS

PHYSICAL REQUIREMENTS & DISCLAIMER:

Sedentary work: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required, only occasionally and all other sedentary criteria are met.  EOE, INCLUDING DISABILITY/VETS

A Consultant is an exempt customer-facing business professional that provides a variety of information directly to customers for their ongoing programs, new initiatives, strategic planning, and measurement/evaluation in one or more of RG's solutions.  They possess excellent customer service skills, remain current on industry trends, value team work, and have a wide range of interpersonal skills.