Posted in Other 30+ days ago.
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Type: Full Time
Location: Charlotte, North Carolina
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 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.
Day to day lead on smaller projects
Work closely with testing and IVR team to execute end-to-end test scenarios involving PBX and IVR routing ensuring 100% test coverage.
Oversee and approve requirements and test plans for smaller projects
Must be able to work closely with Business Analysts and be able to understand and translate business needs into viable solutions
Strong analytical approach to problem solving and presenting recommendations
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.
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
Exceptional written communications skills
Exceptional verbal communications skills
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
Bachelor's degree in Electrical or Computer Engineering or related field, or equivalent experience
Minimum 5-7 Years experience in advanced telecommunication systems
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.