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The successful candidate must have an expert understanding of the Avaya Aura System/Communication Manager contact center solution, preferably at the enterprise level, having worked with the platform a minimum of 5 years. Contact Center as a Service (CCaas) experience preferred.
Responsibilities:
• Troubleshoot problems and manage escalations, provide solution for process issues.
• Close cooperation with technical experts to resolve problems.
• Conducting incident diagnosis and determining the most effective way of resolving it.
• Participating in testing new tools and developing operational requirements.
• Drive automation initiatives for the system maintenance activities.
• Assist in audit and compliance efforts including risk review, business monitoring, documentation of policies and procedures.
• Participation in occasional auditing projects.
• Liaising with local support groups to automate processes to increase group’s efficiency.
• Support future process conversion projects into Global Contact Center Telephony Support organization.
Qualifications:
• Proven commercial support experience within a large corporate environment, ideally in a remote environment.
• Experience in supporting Voice infrastructure, the Avaya Aura Contact Center Solution with focus on System Manager and Communication Manager.
• General telecommunication knowledge and good understanding of LAN/WAN/QOS network technology.
• Excellent analytical skills.
• Outstanding problem solving/trouble skills.
• Ability to work in flexible hours.
• Excellent communication skills – verbal and written.
• Bachelor’s/University degree or equivalent experience.
• Voice certifications - Avaya certifications or other industry relevant training.
• CCaaS/cloud certifications or other industry relevant training preferred.
Full timeIrving Texas United States$125,760.00 - $188,640.00
Anticipated Posting Close Date:
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