Avaya Contact Center Engineer

Location: Providence
Posted on: November 20, 2024

Job Description:

Mastech is a growing company dedicated to innovation and teamwork. We are currently seeking a Avaya Contact Center Engineer for our client in the IT Services domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.

Duration: 6 Months Contract

Location: Providence, RI/ Zip Code: 02903

Compensation: Market Rate

Role: Avaya Contact Center Engineer

Role Description: The Avaya Contact Center Engineer would need to have at least 5+ years of experience.

Responsibilities:

- Support and management of PBXs, AES servers, CMS systems, vectoring and Modular Messaging.

- This position must also perform Toll Free management and support.

- Coach, on a daily basis, Junior Call Center Analysts and Telecom Analysts ensuring complete and thorough coverage of all call center related issues and requests on an enterprise level.

- Work very closely with Contact Center Technology teams to ensure support and maintenance is synchronized between the groups.

- In addition, this person is responsible for building, documenting and testing voice related disaster plans for the Call Center environment.

- Respond to user trouble tickets related to call center within service levels.

- Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process.

- Build, test and support of Call Center Disaster Recovery plans.

- Provide support to all IP phones, IP softphones and vpn phones.

- Manage installation and maintenance of Avaya ACD hardware and software.

- Coordination/monitoring of vendor maintenance requests and activities.

- Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor users.

- Coach junior and standard Telecom analysts.

- Perform VAL manager backups of all announcements, record and export announcements when requested.

- Work with communications carriers and technicians to resolve carrier problems.

- Provide high level technical support for Analysts as needed.

- Daily health checks on all call center related systems; monthly backups to CMS and verification of scheduled archiving jobs.

- Fully document call routing, messaging and project plans.

Required Skills:

- 11+ Years plus in contact center telephony, with predominant focus on Avaya contact center technologies.

- In-depth familiarization with he following areas is required – Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging.

- Knowledge of ICM where it relates to call routing and PBX / CMS connectivity, VOIP, Support of CLANs, Medpro boards.

Education: Bachelor's Degree

Experience: Minimum 5+ years

Relocation: No, this position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Recruiter Name: Abhishek Malik

Recruiter Phone: 412-436-0333 (Ext: 2306)

EOE

Keywords: , Somerville , Avaya Contact Center Engineer, IT / Software / Systems , Providence, Massachusetts