Candidate should have Operational experience in the following areas
IVR (Interactive Voice Response) and (CTI computer-telephone integration)
Proficient in VXML - Voice eXtensible Markup Language
Call center domain Knowledge
Java proficiency
Database- Cloud AWS Knowledge
Open shift preferable
Should have good communication along with requirement analysis skills
Extensive programming experience on Avaya ACM, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation
Excellent customer service skills including reporting, organization, written and oral communication and task prioritization
Experience in program communication and program management
Communication skills a must, PowerPoint, Visio, structured program updates
Must be highly motivated and a self-directed individual
Strong hands-on knowledge of Avaya Session Manager, Avaya IVR
Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis
Knowledge of CTI, LAN/WAN communications and VXML knowledge
Experience with configuration and support experience in a complex multi-layered network environment
Participate in cross-functional teams and ability to work effectively in a geographically dispersed team
Experience working under tight deadlines and high-pressure environment