Avaya Contact Centre Engineer - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Avaya Contact Centre Engineer

Corporate Title:
Vice President

Location:
Chester and Bromley

I hope you see below, a description of a type of person who will be successful on this team rather than a long list of must haves.

If you see yourself, please apply.

About you:

You will be a solutions engineer who is responsible for designing and implementing solutions in the Avaya Contact Centre space and Cisco Unified Communications Manager platforms.

You will operate with a growth mindset, helping drive transformation and change,aligned with line of business goals.

You will drive innovation, eliminate non-permitted technology, and improve operational excellence by solutioning and delivering modern end user solutions that creates consistent reliable experiences for our associates.

How?

Ability to set expectations with business partners
Have and maintain credibility with the business community
Demonstrate business acumen and function disciplines
Accepting ownership and accountability

Roles & Responsibilities:

Designing, implementing and turn over to production medium to large sized projects in the Avaya Contact Centre and Cisco Enterprise Voice space.
Based on architectural blueprints create high level and low level designs and test plans
Experience in configuring ACDs and designing call flows and skillsbased routing for large call centers.
Software/hardware platform upgrades and dealing with carriers around DDI presentation, call routing and dial plans
Gathering requirements from the line of business by engaging with them in a meaningful way.
Lab certification of new Avaya server hard and software versions.
Reviewing vendor financial proposals and ensuring value for money against the scope and complexity of work involved.
EMEA branch office design, buildout, and office moves, including product selection, installation, and testing.
Moves, migrations, installations, upgrades on large platforms.
Project design and delivery of IT hardware, software and network infrastructure across Avaya and Cisco Call Manager platforms in high availability configurations.

Must Have Experience:

You will have several years' experience working as a solutions engineer in the Avaya Contact Centre and Cisco Enterprise Voice space with a focus on end user experience and innovation
Also, several years of experience implementing line of business initiatives and projects, based on management objectives

Experience that will make this job easier to learn and do:

Experience and knowledge in Data Network (LAN/WAN)
Data driven analytics and Splunk integration
Carrier SIP implementations and SBC management
Nice voice recording and integrations
Knowledge of SIP integration with Avaya Session Manager.
Strong presentation skills and be able to communicate at the right level of details

To be successful in this role, you will need to be already able to do most of these things
:

Develop program timelines from an engineering an implementation point of view.
Partner with operational teams to ensure effective business transformation for all initiatives
Have experience with change management processes, procedures, and governance.
Maintain constant awareness of how your solutions and deployments may indirectly affect other technology support groups of Lines of Business.
Receive work requests from different channels and stakeholders whilst being able to effectively prioritise and manage your workload.
Have detailed experience with Avaya AURA, CMS, AES, G650, G450, CUCM 12.
Experience in configuring ACDs and designing call flows and skillsbased routing for large call centers.
Be able to execute tasks with good quality assurance and risk controls.
Display a strong sense of ownership and urgency and take responsibility
Direct and communicate with leadership on status of programs and open issues.
Partner with line of business leadership to plan new initiatives and evaluate proposals.
Think strategically by identifying business opportunities and the bestsuited solution for a LOB function's requirements.
Be creative and innovative with regards to your knowledge and awareness of industry trends as they relate to new opportunities and business needs
Develop ROM/SOW quotes for projects for equipment placement, licensing
Interpret data to analyse and understand customer behaviour, make correlations to other dependencies, events, and performanceAssist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cos