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Avaya/Contact Center Engineer

Sysmind LLC

Avaya/Contact Center Engineer

Charlotte, NC
Full Time
Paid
  • Responsibilities

    Job Description

    REQUIRED SKILLS: Minimum 7+ total Exp

    • BA or BS in Telecommunications, Data Communications or Computer Science. 1-3 years of experience in LAN/WAN networking.
    • 7+ Years Call Center experience.
    • Strong hands-on knowledge of Avaya ACM, Avaya CMS, Avaya Session Manager, Aspect, NICE voice recording, ___ IVR, ___ dialers, Genesys IVR and VoIP IVR & Broadsoft
    • Strong knowledge of session border controllers; Sonus GSX Session Border Controller and SIP/TDM Trunking.
    • Extensive PBX/ACD experience, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation
    • Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis.
    • Knowledge of CTI, LAN/WAN communications, switches and routers.
    • Knowledge of SIP, RTP/RTCP, ISDN, H.323, H248, MGCP, codecs is required.
    • Experience with configuration and support experience in a complex multi-layered network environment.
    • Excellent customer service skills including reporting, organization, 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.
    • CERTIFICATIONS
    • SIP
    • AVAYA CERTIFIED IMPLEMENTATION SPECIALIST (ACIS) COMMUNICATION MANAGER
    • AVAYA CERTIFIED IMPLEMENTATION SPECIALIST (ACIS) CONTACT CENTER ELITE

    DESCRIPTION: Looking for a professional engineer with in-depth knowledge of Contact Center. The position will reside Bank of America Real Time Collaboration Contact Center Engineering team directly supporting Architecture and Engineering functions for Contact Center products and solutions. The staff resources working in this position will be responsible for development of key Contact Center engineering documentation in relation to fast moving projects within the Bank of America.

    KEY RESPONSIBILITIES & PROFESSIONAL COMPETENCIES

    • Directly support business initiated projects.
    • Provide local software and hardware support requiring complex integrated configurations in the areas of; Avaya Session Manager, Avaya Communications Manager and Avaya PBX (call routing, Cisco Unity Connection integration, AES, CMS, one-X), Sonus, LAN/WAN, VoIP, SIP and Session Management.
    • Develop and write procedures/documentation for installation, and configuration of Avaya Communication Manager (ACM), Avaya Application Enable Servers (AES), and Avaya Call Management System (CMS).
    • Develop ROM/SOW quotes for projects for equipment placement, licensing
    • Assist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cost estimates and equipment placement requests.