APS Senior IVR Consultant (LSZ-10485)

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 RESPONSIBILITIES

• Provide technical consultancy to Customer for IVR 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
• Lead and provide technical design ownership and governance
• Provide technical design leadership and governance for all IVR Solution components
• Maintain and update Avaya documentation
• Provide single point of contact for the client for Avaya in relation to design issues
• Provide new solutions to the client as dictated by business initiatives and technology advances
• Maintain LLD and Change Control reviews
• Work within a squad to build the solution in line with Customer and agreed requirements
• Own the configuration, build and migration of Avaya proposed IVR platforms
• Advance Integration with Avaya IVR platforms and integration with Oceana solution
• Experience and Integration with Avaya platforms
• Ensure user acceptance testing is completed and the service is accepted within Operations
• Support configuration changes in life to ensure changes are implemented correctly

ABOUT THE REQUIREMENTS

Competencies & Qualifications

• Strongly motivated to succeed, able to work independently and across the matrix team.
• Able to work with all parts of Avaya / customer and external partners to deliver a solution to clients
• Excellent, verbal, written listening and presenting skills
• Confident presentation skills
• Able to innovate and be flexible and creative in helping to develop a business opportunity or solution
• Proven track record of successfully delivering IVR based projects
• Detail orientation, able to capture and identify all aspects of the solution
• Ability to both influences, and show resolve under pressure from both customers and internal stakeholders
• Bachelor’s degree or equivalent experience with additional technical certifications in VOIP, AAEP, IVR and other market leading contact centre technologies

Experience & Knowledge

• Avaya Omni Channel solutions with the skills to carry out solution implementation with strong IVR designing, call flow design, development, implementation and troubleshooting skills
• Substantial experience in IVR designing, Development and deployment
• Demonstrated expertise in complex solution design, implementation, and support, particularly in VOIP networks. This includes expertise in Avaya Omni Channels products and solutions
• Ability to interact with all levels of staff in Client, Supplier/Distributor and Avaya / Customer internal environment across geography and culture
• Excellent documentation skills and expertise on productivity tools like, MS PowerPoint, MS Visio, MS word, MS Excel etc.
• Good understanding of 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
• Strong VXML / CCXML call flow development skills
• Nuance/ Speech based application development experience
• Proven track record of IVR call flow development on Call flow development Tool kits for Avaya and competitor platforms
• Experience on Avaya OD is preferred
• Web Services, SOAP, REST, Tomcat experience or similar servlet container or App Server, Eclipse or similar IDE
• IVR Reporting, DB experience (Sybase would be very helpful), SQL syntax

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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