Avaya Contact Center Engineer Position Available In Providence, Rhode Island

Job Description:

Mastech is a growing company dedicated to innovation andteamwork. We are currently seeking a Avaya Contact Center Engineerfor our client in the IT Services domain. We value ourprofessionals, providing comprehensive benefits, excitingchallenges, and the opportunity for growth. This is a Contractposition and the client is looking for someone to startimmediately.

Duration:

6

Months Contract Location:

Providence, RI/ Zip Code:

02903

Compensation:

Market Rate Role:

Avaya Contact Center Engineer Role Description:

The Avaya Contact Center Engineer would need tohave at least 5+ years of experience.

Responsibilities:

• Support and management of PBXs, AES servers, CMS systems,vectoring and Modular Messaging.
• This position must also perform Toll Free management andsupport.
• Coach, on a daily basis, Junior Call Center Analysts and TelecomAnalysts ensuring complete and thorough coverage of all call centerrelated issues and requests on an enterprise level.
• Work very closely with Contact Center Technology teams to ensuresupport and maintenance is synchronized between the groups.
• In addition, this person is responsible for building, documentingand testing voice related disaster plans for the Call Centerenvironment.
• Respond to user trouble tickets related to call center withinservice levels.
• Assist business lines in determining the most effective use ofcall center routing; build new routing plans and supportimplementation of new related initiatives through IMACDprocess.
• Build, test and support of Call Center Disaster Recoveryplans.
• Provide support to all IP phones, IP softphones and vpnphones.
• Manage installation and maintenance of Avaya ACD hardware andsoftware.
• Coordination/monitoring of vendor maintenance requests andactivities.
• Maintain user profiles for CMS Supervisor as well as providetraining and support to CMS Supervisor users.
• Coach junior and standard Telecom analysts.
• Perform VAL manager backups of all announcements, record andexport announcements when requested.
• Work with communications carriers and technicians to resolvecarrier problems.
• Provide high level technical support for Analysts as needed.
• Daily health checks on all call center related systems; monthlybackups to CMS and verification of scheduled archiving jobs.
• Fully document call routing, messaging and project plans.

Required Skills:

• 11+ Years plus in contact center telephony, with predominantfocus on Avaya contact center technologies.
• In-depth familiarization with he following areas is required
• Aura Communication Manager, AES, S87XX, CMS Supervisor, ModularMessaging.
• Knowledge of ICM where it relates to call routing and PBX / CMSconnectivity, VOIP, Support of CLANs, Medpro boards.

Education:

Bachelor’s Degree Experience:

Minimum 5+ years

Relocation:

No, this position will not cover relocationexpenses

Travel:

No Local Preferred:

Yes Recruiter Name:

Abhishek Malik Recruiter Phone:

412-436-0333 (

Ext:

2306) EOE