Voice Services (Avaya Software Systems Specialist II) - IS-Ops-Voice Services

 MINIMUM QUALIFICATIONS:

Bachelor's degree or equivalent in related field and 2 years related experience.

JOB DESCRIPTION:

The University of Texas Medical Branch at Galveston is seeking an individual to manage the Avaya telephone systems.

This position will build and support Avaya Call Center functionality. The Call Center Administrator is responsible for the design, implementation, and support of highly available contact center technologies. The call center administrator must possess proven technical ability in Avaya voice solutions and must be able to assume responsibility and work autonomously in a professional manner. The call center administrator must design, install, configure, and operate call center solutions in a complex environment.

CALL CENTER ADMINISTRATOR JOB DUTIES:

The call center administrator must be a customer service-oriented solution provider who fully understands the value and efficiencies of utilizing a state-of-the-art call center platform. Ideally the call center administrator would have experience as a call center Architect, Engineer, or Manager.

ADMINISTRATION:

• Design and Implement Call Center call flows
• Interacts regularly with associates and various levels of management on campus and offsite to understand their business needs and to develop strategies to meet those needs
• Liaise with 3rd parties, internal teams, and internal customers to ensure effective day-to-day delivery of call center services
• Consults with business users on a regular basis
• Manage a variety of capital and operation projects related to call centers
• Maintain technical and end user documentation regarding process and procedure for all call center related activities and services in accordance with the UTMB Voice Operations requirements

SUPPORT:

• Responsible for managing the day-to-day telephony operation and provide ongoing support for associates
• Triage events to provide suppliers/vendors/partners with accurate and adequate information to resolve incidents and changes effectively and efficiently
• Manage incidents with service partner or vendor/carrier as needed
• Provide basic configuration and operational support of call center systems consisting of Avaya Call Center Elite, Avaya Work Force Optimization, Avaya Control Manager, Avaya Experience Portal, Avaya Call Back Assist, Avaya IX Operator Attendant, Once X Agent and Agent for desktop
• Assist with day-to-day call center operations, analysis, and troubleshooting
• Process changes to call center staffing and disaster recovery conditions
• Perform billing analysis and invoice review
• Support projects and provide on-going support for new and existing platforms
• Performs related duties as assigned

WORK SCHEDULE:

Monday – Friday, 8am – 5pm  

SALARY RANGE:

Actual salary commensurate with experience 

PREFERRED QUALIFICATIONS:

• 5+ years’ experience developing technical documentation (call center solution and design)
• 5+ years’ experience leading technical initiatives
• 5+ years’ experience with call center operations
• 5+ years’ experience using Avaya CMS, Contact Center Elite, Avaya Work Force Optimization, Control Manager, One-X Agent and Agent for Desktop
• Avaya Certifications in the above subject matters are preferred.
• Vectoring, VDN, Call flow architecture