Avaya Telephony Design and Planning Engineer

Very prestigious company located in the Northern Suburbs of Chicago is actively searching for an Avaya Telephony Design and Planning Engineer.  The ideal candidate will be out of a large environment with strong call center experience.  The candidate will be responsible for planning, designing, and creating standard operating configurations for the enterprise telephony infrastructure.  After meeting deliverables, the individual will be responsible for documentation, training, and ongoing support.

 

Job Responsibilities:

 

1. Designing complex call center infrastructure systems based on contact center requirements and available voice technology
2. Develop new telephony related Standard Operating Configurations and maintain existing SOC documentation.
3. Knowledge transfer and SOC turnover to delivery and support teams.
4. Provide 3rd  level support for voice infrastructure and telephony applications.

 

 

Qualifications

Required Skills:

2+ years experience in providing call center voice solutions.

3+ years of experience with Avaya systems:Intimate knowledge and understanding of the Avaya Contact Center Suite of Products and Services, particularly Communication Manager. In-depth understanding of advanced vectoring features and functionality associated with Communication Manager 3.1 and higher. In-depth understanding and working knowledge of Avaya BSR in a multi site environment. In-depth understanding and working knowledge of IP Telephony on the Avaya CM Platform General understanding of call center adjuncts: Avaya Interaction Center, Virtual Hold, IVRs, etc. Experience designing, developing, testing, and implementing telephony solutions.  Proficient with Avaya Call Management System. Must possess strong Visio and Excel skills. Basic knowledge of CTI, IVR, call recording and workforce management technologies

General Skillsets:

1. Strong collaborative skills and ability to build strong professional relationships.

2. Excellent written and verbal communication skills
3. Project management experience preferred 
4. Ability to manage multiple projects simultaneously

5. Strong documentation skills.

6. Proficient with MS Office Suite, especially Visio and Excel.