*Hi Associate,*
*Please go through the Job Description and revert me back with your Updated
RESUME with Contact Details at vi...@itscient.com <vi...@itscient.com>
// **vickyitscient1...@gmail.com

*Role :  Avaya Contact Center*
*Location  : Mountain view,CA*
*Duration  : 12+ month*

*Job Description:*

*3-5 YEARS*
*Expertise in 2 and good working knowledge in at least 3 technologies
listed below with demonstrated capabilities & experience*

*Technology domains   - *

   - *Avaya CM *
   - *Avaya Modular Messaging*
   - *Avaya CMS, Call recording*
   - *Avaya IVR*
   - *Aspect WFM system*
   - *Witness call recording *
   - *WFM system*

*Network types & LAN / WAN*
*Server domain & Server management*
*Processes & Ticketing Tools*
*Project Management*
*Team Management*
*Additions of new call centre agents.*
*Development of design templates for new call deployments including, but
not limited to, Avaya& Automatic Call Distribution configurations, call
flow templates, testing checklists, etc.*

*Write call flow documentation based on these business requirements.*
*Document existing call flows and maintain the repository of call flow
*Provide advice to the business teams on best practices on call flows.*
*Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS
*Management Server) reports etc.*
*Escalation point for troubleshooting problem tickets for call center
*Create initial configuration of CMS for new deployments.*
*Proactively check system health and capacity.*
*Monitor stability and performance of system.*
*Work alongside Tech A/C Manager to deliver system   implementations and
*Physical installation of contact center equipment (as and when requested
by Customer) like Avaya Voice Portal, Avaya CMS, etc*
*Handle all ticketed requests within a specified period of time and ensure
closure of all tickets.*
*Run a weekly ticket SLO report for the region and follow up with the
support technicians on meeting user expectations*
*Provide and record updates to Customer ticketing team on all requests.*
*addressing, DNS naming schemes, dial plan, feature access codes, call
flows, etc.).*
*Support the installation, maintenance and troubleshooting of Avaya Voice
Portal IVR system*
*Support the installation, maintenance and troubleshooting of CallCopy call
recording system*
*Support the installation, maintenance and troubleshooting of Witness and

   - *Hands On Experience on Avaya CM*
   - *Modular Messaging*
   - *Avaya CMS*
   - *Call flow designing*
   - *Vector programming*
   - *Capacity planning, Resource*

*Thanks and regards, Vicky Kumar *

*Sr.Technical Recruiter || IT-SCIENT || Phone: 510.972.5217 ||
Fax: 877.701.4872 <877.701.4872> || Email: vi...@itscient.com
<http://itscient.com> ||Web: www.itscient.com <http://www.itscient.com/> ||*

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