Avaya Contact Centre Engineer

2 weeks ago

London, United Kingdom eFinancialCareers Full time

**Job Title: Avaya Contact Centre Engineer**
**Corporate Title: Vice President**
**Location: Chester and Bromley**
I hope you see below, a description of a type of person who will be successful on this team rather than a long list of must haves. If you see yourself, please apply.
**About you**:
You will be a solutions engineer who is responsible for designing and implementing solutions in the Avaya Contact Centre space and Cisco Unified Communications Manager platforms. You will operate with a growth mindset, helping drive transformation and change,aligned with line of business goals. You will drive innovation, eliminate non-permitted technology, and improve operational excellence by solutioning and delivering modern end user solutions that creates consistent reliable experiences for our associates.
How?
- Ability to set expectations with business partners
- Have and maintain credibility with the business community
- Demonstrate business acumen and function disciplines
- Accepting ownership and accountability

**Roles & Responsibilities**:

- Designing, implementing and turn over to production medium to large sized projects in the Avaya Contact Centre and Cisco Enterprise Voice space.
- Based on architectural blueprints create high level and low level designs and test plans
- Experience in configuring ACDs and designing call flows and skills-based routing for large call centers.
- Software/hardware platform upgrades and dealing with carriers around DDI presentation, call routing and dial plans
- Gathering requirements from the line of business by engaging with them in a meaningful way.
- Lab certification of new Avaya server hard and software versions.
- Reviewing vendor financial proposals and ensuring value for money against the scope and complexity of work involved.
- EMEA branch office design, buildout, and office moves, including product selection, installation, and testing.
- Moves, migrations, installations, upgrades on large platforms.
- Project design and delivery of IT hardware, software and network infrastructure across Avaya and Cisco Call Manager platforms in high availability configurations.

**Must Have Experience**:

- You will have several years' experience working as a solutions engineer in the Avaya Contact Centre and Cisco Enterprise Voice space with a focus on end user experience and innovation
- Also, several years of experience implementing line of business initiatives and projects, based on management objectives

**Experience that will make this job easier to learn and do**:

- Experience and knowledge in Data Network (LAN/WAN)
- Data driven analytics and Splunk integration
- Carrier SIP implementations and SBC management
- Nice voice recording and integrations
- Knowledge of SIP integration with Avaya Session Manager.
- Strong presentation skills and be able to communicate at the right level of details

**To be successful in this role, you will need to be already able to do most of these things...**:

- Develop program timelines from an engineering an implementation point of view.
- Partner with operational teams to ensure effective business transformation for all initiatives
- Have experience with change management processes, procedures, and governance.
- Maintain constant awareness of how your solutions and deployments may indirectly affect other technology support groups of Lines of Business.
- Receive work requests from different channels and stakeholders whilst being able to effectively prioritise and manage your workload.
- Have detailed experience with Avaya AURA, CMS, AES, G650, G450, CUCM 12.5.
- Experience in configuring ACDs and designing call flows and skills-based routing for large call centers.
- Be able to execute tasks with good quality assurance and risk controls.
- Display a strong sense of ownership and urgency and take responsibility
- Direct and communicate with leadership on status of programs and open issues.
- Partner with line of business leadership to plan new initiatives and evaluate proposals.
- Think strategically by identifying business opportunities and the best-suited solution for a LOB function's requirements.
- Be creative and innovative with regards to your knowledge and awareness of industry trends as they relate to new opportunities and business needs
- Develop ROM/SOW quotes for projects for equipment placement, licensing
- Interpret data to analyse and understand customer behaviour, make correlations to other dependencies, events, and performanceAssist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cos

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