*Hi,
*
*Hope you are doing great!! Please find the requirement below , If you find
yourself comfortable with the requirement please reply back with your
updated resume with details and I will get back to you or you can call me
on 609-897-9670 extn 2191*
*H1 Visa required if consultant is on H1.*
* Position: Avaya consultant*
*Location: *
*Mountain view, CA Duration: initial 6 months extendable*
*Role & Responsibilities*
Description, wherever possible, else describe the activities scheduled in
the Project/Account.
Mandatory specify the domain/technology areas the candidate will work on.]
Additions of new call center agents.
• Development of design templates for new call deployments
including, but not limited
• to, Avaya’s Automatic Call Distribution configurations, call
flow templates, testing checklists, etc.
• Gather requirements from business teams who want to expand
current call centers or build out new call centers.
• Write call flow documentation based on these business
requirements.
• Document existing call flows and maintain the repository of
call flow documentation.
• Provide advice to the business teams on best practices on
call flows.
• Programming of call flows, VDNs (Virtual Directory Number),
Vectors, CMS (Call
• Management Server) reports etc.
• Escalation point for troubleshooting problem tickets for call
center users.
• 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 projects.
• 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
Call Copy call recording system
• Support the installation, maintenance and troubleshooting of
Witness and Aspect
Required Candidate Profile
(Job Requirements/Descriptions)
Mandatory to specify what Domains/technology areas/skills/projects the
candidate should have worked on.
What Knowledge of job, Market/Industry knowledge he must possess.
Specify the required skill levels he must possess w.r.t Communication, Team
Management, Business Development. Etc.
Describe in detail what his current role should have been in his current
organization.]
• Qualification –BE / B Tech Preferred
• Hands On Experience on Avaya CM, Modular Messaging, Avaya
CMS, Call flow designing, Vector programming
• Capacity planning, Resource shift Management, Call flow
optimization.
• CMS report designing
• Installation support for Contac center infrastructure
• Knowledge of Technology on call recording systems such as
Witness.
• Knowledge of Work Force Management System
• Sound knowledge of Telecom Industry including Service
Providers & OEMs
• Keeping abreast with the emerging technologies in telecom &
IT domains from a global perspective
• Very good verbal and written communication skills & strong
presentation skills
• Proven track record in customer relationship management in
the Telecom Industry
• Successful track record of working closely with senior
leadership
Technical Skills Required
(only for technical hires)
[Include languages]
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 and WFM
system
• Network types – LAN / WAN
• Server domain – Server management
• Processes – Ticketing Tools
• Project Management
• Team Management
Thanks&Regards
Abhay Tiwari
Technical Recruiter
Phone: 609-897-9670 x 2191
Email: ab...@sysmind.com
Fax: 609-228-5522
Address: 38 Washington Road, Princeton Jn, NJ 08550
[image: Description: Description: Description:
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