Citi Group Sr Telephony Contact Center Operations - Tier VP 

United States, Texas, Houston 

548471416

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.

Anticipated Posting Close Date:

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