Avaya Interaction Center

Job Description

The primary purpose of the role is to act as the SME in programming/configuration of code or other technical deliverables on a project by project basis for various Contact Centre clients.

Specifically, this role involves hands-on and expert technical execution and support in the Contact Centre environment and related components. Further, the incumbent liaises directly with the client, or together with the RM client in solution building and collaborative problem solving.

Secondary roles include business case input, design recommendations, support, and vendor management relating to Contact Centre and Branch Communication solutions.

A Communication Solution consists of environments such as PBX/ACD, Voicemail, ACD Reporting, Call Recording, IVR, CTI, UC bundles, Click to talk, Click to chat, Custom solutions, integrated solutions, and all required Hardware. Responsibilities within each include Design, Programming, Protocol (ie: Voip/TDM/IP Interconnect) as well as physical medium (HW components/load balancing etc). Subject components and relevant client areas continually expand or change over time.

Qualifications

• Undergraduate Degree in Computer Science or technical equivalent
• 5 - 10 years technical work experience (ACD, Vmail, UC, embedded languages, CTI integration, predictive dialers, Click to talk, Click to chat)
• Excellent verbal and written communication skills are essential.
• Excellent organizational skills and the ability to manage multiple complex initiatives
• Technical designations an asset (i.e. Avaya, Nortel, Cisco etc)

Additional Information