| Contract || Avaya support center engineer || Remote at Center, Colorado, USA |
| Email: [email protected] |
| Job Title: - Avaya Center Support Engineer Location: - (Remote) Interview Mode: Video Duration: Long Term Roles & Responsibilities: Technical Support: Provide advanced technical support for Avaya Cloud Contact Center IVR systems, addressing and resolving complex issues. System Configuration: Configure and manage cloud-based IVR call flows, scripts, and routing rules to optimize customer experience and operational efficiency, including performing Add, Change, Delete requests for contact center users. Troubleshooting: Diagnose and troubleshoot IVR-related issues, identifying root causes and implementing effective solutions in a cloud environment. Performance Monitoring: Monitor cloud IVR system performance, analyze metrics, and suggest improvements to enhance reliability and effectiveness. Documentation: Maintain detailed documentation of IVR configurations, changes, and support procedures. User Training: Train internal users and junior staff on cloud IVR system functionalities, best practices, and troubleshooting techniques. Collaboration: Work closely with IT, customer service teams, and third-party vendors to coordinate support activities and system updates. Customer Interaction: Interact with end-users to understand their needs, gather feedback, and provide solutions that enhance the overall customer experience. Compliance: Ensure all IVR systems and processes comply with relevant industry standards and regulations. Generic Managerial Skills: Ability to manage time effectively and coordinate with multiple teams. Experience (Years): 5+ years Relevant Experience: Must-Have Technical/Functional Skills: In-depth knowledge of Avaya Cloud Contact Center IVR systems. Proficiency in cloud-based IVR scripting and call flow design. Strong troubleshooting and problem-solving skills. Experience with cloud telephony systems, VoIP, and related technologies. Familiarity with CRM and cloud contact center software integrations. Excellent communication and interpersonal skills. Ability to work independently and in a team environment. Strong organizational skills and attention to detail. Customer-oriented with a focus on delivering high-quality support. Certifications: Relevant certifications in cloud IVR systems or contact center technologies are a plus. Feel free to let me know if you have any questions. Thanks & Regards, Sourabh -- Keywords: information technology Contract || Avaya support center engineer || Remote [email protected] |
| [email protected] View all |
| Mon Sep 30 21:18:00 UTC 2024 |