APS Senior IVR Consultant

The role will be dedicated to Customer providing ‘in life’ contact center consultancy as a technical leader for complex changes to the existing environment and working closely with the account team and customer on day to day changes to the platform to facilitate  customer requirements. The Consultant will be part of the Customer Virtual team. This is a role which requires technical expertise with business acumen to engage with the Customer business team and translate business requirements into technical solutions around the IVR solution. Being able to articulate complex technical solutions within a clear and simple business language is critical to the success within this role.

You will provide best practice and advice / solutions on optimizing the IVR solution that is part of Avaya Solutions deployed within Customer’s environment. You will be required to respond to all change requests that are customer raised which will be impact assessed by yourself, and you will input into technology planning & road mapping to help define the long-term contact center solution strategy for the IVR. This role requires an excellent knowledge of the Avaya portfolios including AAEP, with particular experience within Complex Contact Centre environments.

Please note: as the primary focus is a UAE Client project, the working week is Sunday to Thursday initially. We believe that this will be needed only for the first few months consistently and by October timeframe, we can let people work on their regular Europe work week Monday to Friday. After that, it can be on exceptional basis for urgent needs only.

About the Responsbilities

  • Provide technical consultancy to Customer for IVR solutions deployed as part of global Contact Centre Service
  • Interface with the Avaya / Customer Contract team and Customer Business team
  • Provide high level designs and engineering support where required
  • Lead and provide technical design ownership and governance
  • Provide technical design leadership and governance for all IVR Solution components
  • Maintain and update Avaya documentation
  • Provide single point of contact for the client for Avaya in relation to design issues
  • Provide new solutions to the client as dictated by business initiatives and technology advances
  • Maintain LLD and Change Control reviews
  • Work within a squad to build the solution in line with Customer and agreed requirements
  • Own the configuration, build and migration of Avaya proposed IVR platforms
  • Advance Integration with Avaya IVR platforms and integration with Oceana solution
  • Experience and Integration with Avaya platforms
  • Ensure user acceptance testing is completed and the service is accepted within Operations
  • Support configuration changes in life to ensure changes are implemented correctly
     

About the Requirements

  • Strongly motivated to succeed, able to work independently and across the matrix team.
  • Able to work with all parts of Avaya / customer and external partners to deliver a solution to clients
  • Excellent, verbal, written listening and presenting skills
  • Confident presentation skills
  • Able to innovate and be flexible and creative in helping to develop a business opportunity or solution
  • Proven track record of successfully delivering IVR based projects
  • Detail orientation, able to capture and identify all aspects of the solution
  • Ability to both influences, and show resolve under pressure from both customers and internal stakeholders
  • Bachelor’s degree or equivalent experience with additional technical certifications in VOIP, AAEP, IVR and other market leading contact centre technologies

Experience & Knowledge

  • Avaya Omni Channel solutions with the skills to carry out solution implementation with strong IVR designing, call flow design, development, implementation and troubleshooting skills
  • Substantial experience in IVR designing, Development and deployment
  • Demonstrated expertise in complex solution design, implementation, and support, particularly in VOIP networks. This includes expertise in Avaya Omni Channels products and solutions
  • Ability to interact with all levels of staff in Client, Supplier/Distributor and Avaya / Customer internal environment across geography and culture
  • Excellent documentation skills and expertise on productivity tools like, MS PowerPoint, MS Visio, MS word, MS Excel etc.
  • Good understanding of Avaya contact centre technologies, and of networking services such as DNS, DHCP, NAT and VPN
  • Knowledge of competitor solutions, ICT environment, strategic partners for solutions, industry and business trends in order to be able to build solutions is an advantage
  • Strong VXML / CCXML call flow development skills
  • Nuance/ Speech based application development experience
  • Proven track record of IVR call flow development on Call flow development Tool kits for Avaya and competitor platforms
  • Experience on Avaya OD is preferred
  • Web Services, SOAP, REST, Tomcat experience or similar servlet container or App Server, Eclipse or similar IDE
  • IVR Reporting, DB experience (Sybase would be very helpful), SQL syntax

Apply for this position

Allowed Type(s): .pdf, .doc, .docx

Related Posts