Telecom (avaya/pbx) Project Manager

We are working with a global financial services firm in their Jersey City (Harborside) location. They are seeking a Senior Telecom Manager with strong Avaya/PBX/Call Center experience to add to their team. This can either be a contract role for 3-4 months and then it will most likely convert to full time, or potentially full time from day 1 for the right person. Pay rate/salary is commensurate with experience. Below is a detailed description. If this is potentially of interest, please send me an MS Word resume, along with compensation requirements.

Jim Lang

Sr. Technical Recruiter

CGS Technology Associates

485 Route 1 South

Iselin, NJ 08830

jlang@cgsonline.com

 Primary Responsibilities:

 

Candidate will be responsible for developing and managing the voice telephony strategy.  The strategy will leverage the existing IP and TDM infrastructures focusing on standard voice, call center technology, messaging platforms and carrier services.  Components include Avaya PBX, Intuity, Conversant and Call Center platforms, Nice voice recording platform, SalesLogix CRM platform, BT turrets and various carrier services (local, long distance, private line and virtual private networks).

 Position Summary:

 

Using the Plan/Build/Deploy/Operate methodology, candidate will identify user requirements, develop and communicate the strategic direction, prepare the functional specifications, develop the project plan and execute with world-class precision.  Perform trend analysis on new technologies, as well as chronic problems.  Develop the proactive monitoring and capacity reporting capability to ensure system availability.  Prepare business continuity and disaster recovery plans for each line of business.  Be a “team player” consistently going above and beyond the specific job expectations.

 Qualifications:

 

Minimum of 15 years overall IT experience, with 5+ years providing strategic architecture and planning in voice and call center environment.  Minimum 5 years PBX installation and maintenance experience.  Four-year college degree, with advanced degree preferred.  Certified in Avaya G3 PBX installation and maintenance, Call Center design and maintenance, Nice voice recording system and British Telecom turret maintenance.

 Technical Expertise:

 

Avaya PBX, ACD Call Center and Intuity Installation and Maintenance Certifications

Avaya Voice Processing Installation and Maintenance Certification

Experience and ability troubleshooting hardware, software and network issues

Proficient in the use of common PC tools for administration, work order systems, and inter/intra office communications.

 

Basic Responsibilities:

 

Provide technical assessment of current voice environment.

Develop strategic direction for voice environment, developing a multi-year investment program.

Syndicate the strategic direction to the Lines of Business to show value for the multi-year strategy.

Develop specifications for the CTI platform (Avaya EAS & CCE) and gain firmwide consensus.

Act as backup to Voice Telecom analyst during vacation periods or unplanned circumstances.

Perform security audit for voice environment on a regular basis.

Display and encourage collaborative sharing of information and team work. 

Use influence to gain consensus with team members and vendors.

Maintain relationships with internal clients and other technology teams.

Deliver world class service to internal clients.

 

 

List of Technical Competencies:

Avaya S8700 (technical engineering, MACD and System Administration)

Avaya S8300 (at our BCP facility)

Avaya Modular Messaging ver 3.1 with Restricted Outlook Client and Web Access & Subscriber Options

TDM handsets, Polycoms, modems (Modem/Fax over IP), RightFax and headsets

IP handsets, IP Polycoms and headsets (wired and wireless)

  - Expereince with Cisco 6500 switches for VoIP/IPT environment

Call Master telephone sets, with headsets, and Avaya 4622 for ACD agents

NICE CTI-based voice recording (logger, playback, scheduler and storage)

CMS for ACD call centers, with visio experience for documentation

IVR Conversant

Auto Attendants

Vectors, VDNs, announcements, music on hold and variables (Time of Day, Holiday,..)

TDM circuits, ISDN circuits (BRI/PRI) & IP circuits – ordering, provisioning and acceptance testing

PA system, with zoning and cabling

AT&T Toll Free network experience with Route It and Shared Use Agreements

Verizon switch redirect services for local calls and BCP rerouting

CDR/PollCat systems for data collection and reporting

CAT-6 cabling proficiency for station (TDM and IP) cabling

BT Turret experience (ITS Profile and VT 405i turrets)

NICE Voice Recording with ITS Profile

Telecom testing products (Fluke, T-bird, knowledge of Testing process – including CSUs & loopbacks)