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Senior Avaya Contact Center Support Engineer

2.00 to 5.00 Years   Noida   09 Jul, 2020
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

- Escalation of all support issues from Telephony support Frontline teams - Handle all ticketed requests within a specified period of time and ensure closure of all tickets.- Delivery of upgrades and enhancements as projects to existing telephony platform - Programming of call center IVR, call flows, VDNs, vectors.- Familiarity of Avaya reporting adjuncts CMS, IQ, and ANAV. - Familiarity with WFM and Call Recording solutions from an integration, administration, and support aspect.- Familiarity with multimedia solutions such as Elite Multi-Channel- Gather requirements from business teams who want to expand current call centers or build out new call centers.- Understanding of VOIP and SIP from a signaling and integration perspective- Comfortable with Routing, Switching & System Security- Write call flow documentation based on these business requirements.- Document existing call flows and maintain the repository of call flow documentation.- Provide advice to the business teams on best practice call flows.- Update internal knowledge base as requiredThe candidate will meet the below following functional requirements:- Experience with 3 or more of the following: - ACSS Experience Portal - ACSS Contact Recording - ASPS CMS - AIPS Call Center Elite Multi-Channel - ACSS Call Center Elite - ASPS Control Manager- Ability to work in a very high pace and dynamic environment.- Ability to quickly adapt to changing need, infrastructure, and evolving business processes.- Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions.- Ability to work closely with cross-functional teams, including application development teams and functional leads.- Ability to work directly with end users on issue resolution, and process development.- Strong interpersonal and communication skills.- Ability to analyze metrics, extracts trending data, provide status reports and provide continuous improvement recommendations.- Ability to create and maintain Technical and functional documentation.- Proficient working with spreadsheets, word documents, and preparing and presenting powerpoint type presentations to varied audiences including different levels of management and functional groups.,

Keyskills :
networkingtroubleshootingcall flowtelephony supportproject managementsoftware development

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