Avaya Call Center Specialist

Akkodis is seeking a Avaya System Engineer for a Contract job with a client in Charlotte, NC - Hybrid (3 days onsite in a Week) . Ideally looking for applicants with a solid background in the financial services industry. Pay: $70-72/hour – All Inclusive; The rate may be negotiable based on experience, education, geographic location, and other factors. Manager Notes: RedHat Linux, Avaya Session Manager, Avaya Call Management System, Avaya Aura Large Enterprise Environment is a must (banking preferred) Dealing with various lines of business. Represents their org calls with various lines of business. Navigate complicated conversations with LOB leaders Call routing in complex fortune 500 company with QSIG, H.323 and SIP VoIP endpoint configuration Strong Communication Experience Job Description: Looking for a professional engineer with in-depth knowledge of Contact Center. The position will reside in Bank of America Real Time Collaboration Contact Center Engineering team directly supporting Architecture and Engineering functions for Contact Center products and solutions. The staff resources working in this position will be responsible for development of program schedule, program tasks, communication materials for senior leadership and Contact Center engineering documentation in relation to fast moving programs. Key Responsibilities Professional Competencies • Implement and program systems using approved engineering plans. • Provide program guidance and develop program timelines from an engineering point of view in partnership with our program delivery team. • Directly support business-initiated projects. • Direct and communicate with leadership on status of programs and open issues. • Assist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cost estimates and equipment placement requests. • Provide local software and hardware support requiring complex integrated configurations in the areas of; Avaya Communications Manager and Avaya PBX (call routing, AES, CMS, one-X), LAN/WAN, VoIP, SIP, Session Management, Avaya Media Server. • Develop and write procedures/documentation for installation, and configuration of Avaya Communication Manager, Avaya Session Manager, Avaya Media Server, Avaya Application Enablement Servers, Avaya Call Manager Server. Professional Competencies (Must Haves) • Extensive PBX/ACD programming experience on Avaya ACM, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation. • Excellent customer service skills including reporting, organization, written and oral communication and task prioritization. • Experience in program communication and program management • Communication skills a must, PowerPoint, Visio, structured program updates • Must be highly motivated and a self-directed individual. • 8 Years Call Center experience. • BA or BS in Telecommunications, Data Communications or Computer Science. 1-3 years of experience in LAN/WAN networking. • Strong hands-on knowledge of Avaya ACM, Avaya Session Manager, Avaya CMS • Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis. • Knowledge of CTI, LAN/WAN communications, switches, and routers. • Knowledge of SIP, RTP/RTCP, H.323 codecs is required. • Experience with configuration and support experience in a complex multi-layered network environment. • Participate in cross-functional teams and ability to work effectively in a geographically dispersed team. • Experience working under tight deadlines and high-pressure environment. • Excellent troubleshooting and analytical skills. • Capable of quickly learning new technologies and procedures, as well as being willing to train others in procedures mastered as part of implementations. Other Required Skills: • Bachelor (4-year) degree, with a technical major, such as computer science, computer engineering or 10 years relevant experience in lieu of degree. • 7 years of strong technical experience in coordinating the implementation and operation of voice and data communication solutions. • Must have exceptional time management skills, be customer oriented and strong organizational and coordination skills. • In-depth knowledge of TCP/IP is a plus If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, please contact Aditya Singh at aditya.singhakkodisgroup.com. Equal Opportunity Employer/Veterans/Disabled Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy . The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: · The California Fair Chance Act · Los Angeles City Fair Chance Ordinance · Los Angeles County Fair Chance Ordinance for Employers · San Francisco Fair Chance Ordinance