This is Saurabh Jangid from Technology Resource Group Inc.
You can reach me at 408-709-1760 ext 984.
kindly share your Updated Resume At email@example.com
Title : Avaya Call Center Engineer
Location : Providence, RI
Duration : 6+ Month
GC and Citizen
Requirements & Responsibilities:
- 11+ Years plus in contact center telephony, with predominant focus on Avaya contact center technlogies.
- In-depth familiarization with he following areas is required
- Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging, ATT Routlet, ATT Business Direct.
- AES Server maintenance and troubleshooting relating to connectivity to PBX and other equipment including Verint, CTI and ICM
- Knowledge of ICM where it relates to call routing and PBX / CMS connectivity
- Support of CLANs, Medpro boards Accountabilities:
- Respond to user trouble tickets related to call center within service levels.
- Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process.
- Build Toll Free number routing plans and terminations in ATT RouteIt application as well as manage call control routing of Toll Free numbers across enterprise through ATT Business Direct.
- Build, test and support of Call Center Disaster Recovery plans
- Provide support to all IP phones, IP softphones and vpn phones
- Manage installation and maintenance of Avaya ACD hardware and software.
- Coordination/monitoring of vendor maintenance requests and activities.
- Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor users.
- Coach junior and standard Telecom analysts
- Perform VAL manager backups of all announcements, record and export announcements when requested.
- Work with communications carriers and technicians to resolve carrier problems.
- Provide high level technical support for Analysts as needed
- Daily health checks on all call center related systems ; monthly backups to CMS and verification of scheduled archiving jobs.
- Fully document call routing, messaging and project plans.
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