AIC (Avaya Interaction Center) Lead, Contact Centers

Job ID: 9977Position Title: AIC (Avaya Interaction Center) Lead, Contact CentersWorking Location: Illinois-DeerfieldEmployment Status: Full-Time RegularRequired Experience: 5 yearsRequired Education: Bachelors DegreeJob Description:Walgreens is the nation’s largest drugstore chain with fiscal 2007 sales of $53.8 billion. The company operates over 6,000 stores in 49 states and Puerto Rico.With 500 store openings per year, Walgreens will operate over 7,000 stores by 2010. Walgreens is expanding its health care services beyond traditional pharmacy through Walgreens Health Services, its managed care division, and Take Care Health Systems, a wholly-owned subsidiary that manages convenient care clinics inside drugstores. Walgreens Health Services assists pharmacy patients and prescription drug and medical plans through Walgreens Health Initiatives, Inc. (a pharmacy benefits manager), Walgreens Mail Service Inc., Walgreens Home Care Inc., and Walgreens Specialty Pharmacy LLC. Ranked 2nd among food and drug retailers on Fortune's "Most Admired Companies in America" list. We offer challenging and rewarding opportunities in a friendly, diverse, inclusive and respectful environment, with excellent benefits including:• Company-matched profit sharing contributions• Stock discount purchase program• Employee discount plan • Flex-pay• Medical/Dental planAs the nation's leading pharmacy, we seek highly professional individuals to fill key positions at Walgreens, ensuring our leadership and taking us to even higher levels of growth, profitability, innovation and customer service. Walgreens is an equal opportunity employer and welcomes individuals of diverse talents and backgrounds. Walgreens promotes and supports a drug-free and smoke-free workplace.Essential Skills:Responsible for the implementation and/or installation of contact center technologies and legacy systems and support of any and all assigned sites.Responsible for the architectural integrity of all contact center technologies: i.e., ACDs, IVRs, hardware, software, voice and data network infrastructure as well as the design of call routing strategies, IVR utilization, call flow and menu setup.Experience with Communications Manager 3.0 and higher, CMS 13.1, Modular Messaging, VOIP, Interaction Center 6.5 or higher.Knowledge of windows servers, CISCO network, Aspect E-Workforce beneficial.Ensure contact center technology is operational during facility expansion or new facility development. Ensures all systems incorporate mechanisms and procedures to minimize downtime, losses, and optimize coverage in the event of disaster or emergencies with normal operations.Performs early stages of a project development life cycle (i.e., preproject definitions, feasibility and general systems design functions) under limited guidance from senior or management personnel on an as needed basis.Meets with managers, directors, and executives of user departments to determine system needs, resolve problems, and explore potential new business or technical solutions and options.Maintains knowledge of and complies with the IT Department’s standards, policies, and practices concerning quality assurance, data security, and disaster recovery.Audits own performance and recommends own objectives and standards of performance.Works concurrently on multiple high-level, complex projects. Maintains flexibility to perform multiple tasks effectively for all areas of specialization on a dynamic basis.Performs enhancements and upgrades and applies patches as necessary to maintain the most efficient and effective technical environment possible within their area.Qualifications:Experience in the IT industry in a switch management position, preferably in call/contact centers for a minimum of 5-10 years.Strong experience with PBX/ACD, particularly AVAYA/LUCENT and VOIP technology experience a plus.Network, server, and database experience preferred.Strong knowledge and management in technology, telephony, and systems administrationCommunication, organization skills, time management, demonstrated leadership skills, coaching and development, conflict resolution.Experience with a network took (i.e., Sprint Dynamic Routing (DNR), AT&T Route It) would be helpful.Microsoft Suite of ToolsStrong Project Management skills with understanding of the processes, milestones, finances of managing a successful project helpfulBachelor’s degree in business or technology related field proffered and/or equivalent experience. Travel: 35-50% national travel may be required (mainly between Chicago and Orlando, but will include other markets as well).Position could be based out of Deerfield, IL or Orlando, FL depending on selected candidate's location..Additional Information: Travel Percentage: 35% Company: Walgreens Location: Deerfield, IL 60015 Status: Full Time, Employee Job Category: IT/Software Development Career Level: Experienced (Non-Manager) Education Level: Bachelor's Degree Company: Walgreens Reference Code: PCK347-39271