Avaya Contact Center Operations Engineer

  • Lead on Change Management (RFC) training and support
  • Part of Qfiniti support team
  • Part of Verint support team
  • ICM programming and support resource
  • Etouch Ops resource for support
  • Verizon NNM Toll free support resource
  • AT&T toll free support resource
  • Ops resource for Outsourcers infrastructure support (pertaining to Call Center inbound calling)
  • Ops resource for Problem Management
  • Ops resource for CMDB MAC
  • Ops resource for AOD and AOD by proxy
  • Ops resource for ATM

Education and Experience Required:

Master’s degree and a minimum of 6 years of relevant experience.

Knowledge and Skills Required:

Strong verbal and written communication skills and technical leadership skills. Strong experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications). Strong experience with business Information Technology (IT) applications (e.g. supply chain, customer relationship mgmt, HR, finance) . Strong experience in scripting and / or programming language. Strong experience with implementation, problem analysis and solutioning of infrastructure and business application environments. Foundational or expert knowledge and experience with Information Technology Infrastructure Library (ITIL). Web technologies. Exhibits a high level of initiative and integrity. Strong problem solving, priority setting, and collaboration skills. Good organizational and analytical skills. Possess creative ability, consulting skills, leadership qualities, credibility and self confidence. Influencing skills and ability to work effectively in a geographically dispersed team. Demonstrated technical leadership skills. Ability to translate business needs into technical requirements and solutions.Fluency in English

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