Avaya Call Flow Engineer - 3568


JOB SUMMARY
Seeking an experienced Avaya Call Center Engineer focused primarily on Call flow routing.  Must have excellent troubleshooting skills and capable of resolving complex telephony issues by utilizing standard tools and detailed log analysis. Must have thorough understanding of Avaya CM and have the ability to develop and deploy call flows utilizing common tools and standards. 
 
MAJOR DUTIES AND RESPONSIBILITIES 

  • Extensive knowledge of Contact Center products and services
  • Extensive Avaya Call center experience
  • Avaya CMS and ECHI experience
  • Extensive knowledge of Avaya Vectoring, hunt groups, VDN’s, Service Hour tables and CTI routing
  • Understanding of PBX and back end integrations (billing systems, web services, OSS platforms, etc.) involving large Call Center environments.  
  • Avaya Experience Portal and Call Center experience is desired.
  • Work closely with testing and IVR team to develop and executes end-to-end test scenarios involving PBX and IVR routing ensuring 100% test coverage.
  • Must be able to work closely with Business Analysts and be able to understand and translate business needs into viable solutions
  • Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering, and Network Operations teams.
  • Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience.
  • Expands role into other Interactive Customer Care initiatives as required. 

REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge 
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Ability to listen to and interpret the needs of the customer 
Ability to maintain high levels of energy and create a positive environment
Ability to make decisions and solve problems while working under pressure
Ability to use personal computer and software applications (i.e. Microsoft Office etc.) 
Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Customer focused
Exceptional written communications skills
Exceptional verbal communications skills
Independent thinker
Knowledge of cable and telecommunications products and services (e.g., Cable/High Speed Internet/ Telephone)
Project management skills
Strong knowledge of telephony and customer support systems technology 
Strong analytical approach to presenting recommendations and making decisions 
Technically savvy 

Education 
Bachelor´s degree in Electrical or Computer Engineering or related field, or equivalent experience

Experience
Minimum  8-10 Years’ experience in advanced telecommunication systems

WORKING CONDITIONS 
Office environment 
Travel as required 
Must be willing to work flexible work schedules including evenings, weekends and holidays

 

MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.