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AVAYA Contact Center SME

Company: Kforce Technology Staffing
Location: Laurel
Posted on: October 13, 2019

Job Description:

RESPONSIBILITIES:Kforce Federal Staffing is seeking a Contact Center Telephony SME in Laurel, Maryland (MD).Responsibilities:* Provide daily technical support of the Contact Center applications, systems, and associated telephony sub systems* Document and organize existing and planned Contact Center operations and applications* Establish standards, policies, operating procedures, and requirements related to the operation of Contact Center applications* Manage call flow programming using vectors and vector directory numbers (VDNs)* Analyze efficacy of contact center staffing and call processing modifications, including telecommuting usage* Develop, refine, and report on statistics for contact center operations and Interactive Voice Response (IVR), including occupancy, abandon rate, first call, resolution, etc.* Perform capacity planning for contact center infrastructure* Coordinate Contact technology with IT staff, Customer Relations and other senior leadership & staff, and vendors* Manage full life cycle telephony projects including writing statements of work, evaluating proposals, recommending solutions and managing implementations post-awardREQUIREMENTS:* Bachelors' degree in Information Technology or a related field* Five (5) years Avaya telephony support experience* Two (2) years of experience with Avaya Communications Manager (CM) 6.2 or newer* Two (2) years Verint desktop analytics support experience* Two (2) years of experience with Avaya Elite Multichannel (EMC) 6.3/CCE* Two (2) of experience with Avaya Call Management System (CMS)Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. - provided by Dice

Keywords: Kforce Technology Staffing, Baltimore , AVAYA Contact Center SME, IT / Software / Systems , Laurel, Maryland

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