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Avaya Contact Center Engineer

Location: Providence
Posted on: February 25, 2021

Job Description:

Mastech is a growing company dedicated to innovation and teamwork. We are currently seeking a Avaya Contact Center Engineer for our client in the IT Services domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.



Duration: 6 Months Contract


Location: Providence, RI/ Zip Code: 02903


Compensation: Market Rate



Role: Avaya Contact Center Engineer



Role Description: The Avaya Contact Center Engineer would need to have at least 5+ years of experience.



Responsibilities:



- Support and management of PBXs, AES servers, CMS systems, vectoring and Modular Messaging.


- This position must also perform Toll Free management and support.


- Coach, on a daily basis, Junior Call Center Analysts and Telecom Analysts ensuring complete and thorough coverage of all call center related issues and requests on an enterprise level.


- Work very closely with Contact Center Technology teams to ensure support and maintenance is synchronized between the groups.


- In addition, this person is responsible for building, documenting and testing voice related disaster plans for the Call Center environment.


- Respond to user trouble tickets related to call center within service levels.


- Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process.


- Build, test and support of Call Center Disaster Recovery plans.


- Provide support to all IP phones, IP softphones and vpn phones.


- Manage installation and maintenance of Avaya ACD hardware and software.


- Coordination/monitoring of vendor maintenance requests and activities.


- Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor users.


- Coach junior and standard Telecom analysts.


- Perform VAL manager backups of all announcements, record and export announcements when requested.


- Work with communications carriers and technicians to resolve carrier problems.


- Provide high level technical support for Analysts as needed.


- Daily health checks on all call center related systems; monthly backups to CMS and verification of scheduled archiving jobs.


- Fully document call routing, messaging and project plans.



Required Skills:



- 11+ Years plus in contact center telephony, with predominant focus on Avaya contact center technologies.


- In-depth familiarization with he following areas is required – Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging.


- Knowledge of ICM where it relates to call routing and PBX / CMS connectivity, VOIP, Support of CLANs, Medpro boards.



Education: Bachelor's Degree


Experience: Minimum 5+ years


Relocation: No, this position will not cover relocation expenses


Travel: No


Local Preferred: Yes



Recruiter Name: Abhishek Malik


Recruiter Phone: 412-436-0333 (Ext: 2306)



EOE

Keywords: , Providence , Avaya Contact Center Engineer, IT / Software / Systems , Providence, Rhode Island

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