Avaya Specialist at Alfred & Victoria Associates

Job Description

• Understanding in Call center solution, Telecom Billing and CRM systems
• Sound knowledge in AVAYA IVR call flow, AVAVA Call manager, Work Force management
• Able to analyze customer requirements, design and develop Business requirement documents
• Create Standard Operation Procedures (SOP) and Statement of Work (SOW) documents as per business needs.

Other Responsibilities

• Provide clear and consistent communication with Project Teams and staff; maintain application project timeline.
• Collaborate with vendor account team on proposed solutions, scope of work and level of effort definition for operational activities in Call center.
• Provide resolution advice to business units
• Co-ordinate change management process including change Pre/Post testing, monitoring activities performing by vendor.

Mandatory Qualifications & Experience

• 4 - 6 years’ experience in managing call center technologies.
• Hands on experience in PL/SQL, Oracle Database, SQL server, Unix
• Depth knowledge of database and application security
• Good interpersonal skills for written, oral and face to face communications
• Strong analytical, problem-solving, and conceptual skills
• Ability to work effectively with clients, management and staff member
• Demonstrated ability to learn new technologies and adapt to changing situation
• Co-ordinate change management process including change Pre/Post testing, monitoring activities performing by vendor.