WFM Lead System Administrator @ Mountain View - California _ Fulltime Permanent
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Job Title :
Location : Mountain View - California
Duration : Fulltime Permanent
Mandatory Skills: Avaya Aura Contact Center, IVR and Voice Portal System Administration
Expertise in 2 and good working knowledge in atleast 3 technologies listed below with demonstrated capabilities & experience
Technology domains - Avaya CM, Avaya Modular Messaging, Avaya CMS, Call recording, Avaya IVR, Aspect WFM system, Witness call recording and WFM system
Network types &ndash LAN / WAN
Server domain &ndash Server management
Processes &ndash Ticketing Tools
Additions of new call centre agents.
Development of design templates for new call deployments including, but not limited
to, Avaya&rsquo s Automatic Call Distribution configurations, call flow templates, testing checklists, etc.
Gather requirements from business teams who want to expand current call centers or build out new call centers.
Write call flow documentation based on these business requirements.
Document existing call flows and maintain the repository of call flow documentation.
Provide advice to the business teams on best practices on call flows.
Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS (Call
Management Server) reports etc.
Escalation point for troubleshooting problem tickets for call center users.
Create initial configuration of CMS for new deployments.
Proactively check system health and capacity.
Monitor stability and performance of system.
Work alongside Tech A/C Manager to deliver system implementations and projects.
Physical installation of contact center equipment (as and when requested by Customer) like Avaya Voice Portal, Avaya CMS, etc
Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
Run a weekly ticket SLO report for the region and follow up with the support technicians on meeting user expectations
Provide and record updates to Customer ticketing team on all requests.
addressing, DNS naming schemes, dial plan, feature access codes, call flows, etc.).
Support the installation, maintenance and troubleshooting of Avaya Voice Portal IVR system
Support the installation, maintenance and troubleshooting of CallCopy call recording system
Support the installation, maintenance and troubleshooting of Witness and Aspect
Hands On Experience on Avaya CM, Modular Messaging, Avaya CMS, Call flow designing, Vector programming
Capacity planning, Resource