APS Senior Oceana / Analytics Consultant (LSZ-10484)

2021-07-19-Budapest-IT/Telekom
Pozíció részletezése / Position overview
Our client is a multinational technology company, that specializes in cloud communications and workstream collaboration solutions, serving organizations at 220,000 customer locations in 190 countries worldwide

Our Client is building up a new team, therefore different seniority level candidates are welcome.

ABOUT THE RESPONSIBILITIES

• Technical Delivery lead role – overseeing the delivery of entire solution and all components
• Provide technical consultancy to Customer for all the Avaya, Verint, third party (Google /Nuance / PCI Payment platform) solutions deployed as part of global Contact Centre Service
• Interface with the Avaya / Customer Contract team and Customer Business Team
• Provide high level designs and engineering support where required
• Primary technical contact for the Oceana/Analytics implementation customer
• Lead and provide technical design ownership and governance for the Avaya / Verint Solution
• Provide technical design leadership and governance for all Avaya / Verint Solution components
• Maintain and update Avaya documentation for the Avaya / Verint Solution
• Provide single point of contact for the client for Avaya in relation to design issues related to the Avaya / Verint Solution
• Maintain LLD and Change Control reviews
• Provide technical inputs on Avaya Oceana end for customization like Chat, Email, CRM widgets, Servers side integration with Customer CRM, Social Media/Sentimental Analysis, Web Crawling Customization, Voice, etc.
• Overseeing the testing, SIT/UAT and go live activities

ABOUT THE REQUIREMENTS

Competencies & Knowledge

• Strongly motivated to succeed, able to work independently and across a matrixed, international team, ideally within an agile model
• Ability to interact with all levels of staff in Client, Supplier/Distributor and Avaya / Customer internal environment across geography and culture
• Excellent verbal, interpersonal and confident presenting skills
• Able to innovate and be flexible and creative in helping to develop a business opportunity or solution
• Industry experience and excellent knowledge of the Oceana product suite including proven track record of successfully delivering Oceana projects
• Detail orientation, able to capture and identify all aspects of the solution
• Ability to both influence and show resolve under pressure from both customers and internal stakeholders
• Excellent documentation skills and expertise on productivity tools such as MS Office
• Good understanding of Microsoft Windows Server operating system and Microsoft SQL Server, Avaya contact centre technologies, and of networking services such as DNS, DHCP, NAT and VPN
• Knowledge of competitor solutions, ICT environment, strategic partners for solutions, industry and business trends in order to be able to build solutions is an advantage

Experience & Qualifications

• Broad understanding of the solutions business with substantial relevant experience in a technical solution implementation role
• Avaya Certified Engineer with understanding and experience of the entire Avaya Oceana Solution
• Demonstrated expertise in complex solution design, implementation, and support, particularly in VOIP networks. This includes expertise in Avaya Omni Channels products / Solutions including Oceana
• Specific experience in Avaya Oceana CX platform and other market leading contact centers technologies.
• Hands on Java / Dot Net Programming experience: experience on Real time messaging solutions such as Kafka, rabbit MQ and in Omnichannel Product solutions
• Chatbots and Speech solutions skills an advantage
• Telephony concepts on SIP / VoIP and good implementation skills on Avaya Contact centre and telephony platforms
• Strong knowledge and experience in association with the design, implementation and support of either Avaya or competitive vendor-based multichannel or omnichannel-based solutions
• Strong data analysis skills including interpretation of contact centre metrics, using supporting skills in data mining, extraction, and manipulation
• Experience in consultative business transformation across Contact Centre solutions and reporting
• Experience in an operational omnichannel business environment
• Proven track record of delivering complex contact centre solutions
• Understanding of SIP, Data Networking, VMware and Database environments and knowledge of Microsoft SQL and Oracle databases

ABOUT THE BENEFITS
• Well-Being
We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
• Recharge & Refuel
We work in a dynamic environment and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
• Continuous Learning
Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
• Growth & Development
A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
• Giving Back
We recognize our colleagues for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.
• Stock Purchasing
We invite you to own a share of our innovative company. As an employee you have the opportunity to purchase our stock at 15% below fair market value in many countries.

KAPCSOLAT

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