Job Description:

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

This position will be based in Maryland with the opportunity of working remotely. Please note, applicants must already be located in the United States and this role is not eligible for sponsorship. The MI/BI Manager responsible for supporting Management Information requests for an Enterprise Unified Communications and Contact Center Solution. The successful candidate will have analytic skills and be able to present information verbally and in report form to both internal and external customers. A working knowledge of telecommunication solutions including call center data is required.

ABOUT THE RESPONSIBILITIES

• Support requests for data analysis and consolidated reporting


• Provide information in multiple formats, graphs, charts, pivot tables


• Compare specific data sets over time


• Support Monthly reporting requirements based on contract deliverables


• Use knowledge of MI reporting tools and associated customer data to aid in troubleshooting


• Build relationships with other internal teams


• Report and escalate to management as needed


• Establish and maintain relationships with third parties/vendors

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ABOUT THE REQUIREMENTS

EXPERIENCE

• Proven working experience in supporting management information in a telecommunications environment


• Proven experience working with database queries

SKILLS & COMPETENCIES

• Experience with MI in large scale enterprise telecommunication solutions including contact center


• Excellent client-facing and internal communication skills


• Excellent written and verbal communication skills


• Solid organizational skills including attention to detail and multitasking skills


• Expert knowledge of Microsoft Office tools


• Knowledge of XML and vb scripting a plus


• Knowledge of Avaya Aura Solutions in a SIP environment a plus


• Communications Manager, System Manager, Session Manager


• Avaya Messaging and conferencing solutions


• Call Center - AACC, CCElite, CMS, Oceana, IVR

ADDITIONAL INFORMATION

Must be capable of obtaining Level 2 Public Trust Clearance

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at https://www.avaya.com/en/privacy/policy/ and applicable Privacy Statement relevant to this job posting accessible at https://www.avaya.com/en/documents/info-applicants.pdf. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf

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