Avaya Center Support Engineer

Tata Consultancy Services


Date: 2 weeks ago
City: Tamarac, FL
Contract type: Full time
Technical/Functional Skills

  • In-depth knowledge of Avaya Cloud Contact Center IVR systems.
  • Proficiency in cloud-based IVR scripting and call flow design.
  • Strong troubleshooting and problem-solving skills.
  • Experience with cloud telephony systems, VoIP, and related technologies.
  • Familiarity with CRM and cloud contact center software integrations.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and in a team environment.
  • Strong organizational skills and attention to detail.
  • Customer-oriented with a focus on delivering high-quality support.
  • Certifications: Relevant certifications in cloud IVR systems or contact center technologies are a plus.

Roles & Responsibilities

  • Technical Support: Provide advanced technical support for Avaya Cloud Contact Center IVR systems, addressing and resolving complex issues.
  • System Configuration: Configure and manage cloud-based IVR call flows, scripts, and routing rules to optimize customer experience and operational efficiency, including performing Add, Change, Delete requests for contact center users.
  • - Troubleshooting: Diagnose and troubleshoot IVR-related issues, identifying root causes and implementing effective solutions in a cloud environment.
  • - Performance Monitoring: Monitor cloud IVR system performance, analyze metrics, and suggest improvements to enhance reliability and effectiveness.
  • - Documentation: Maintain detailed documentation of IVR configurations, changes, and support procedures.
  • - User Training: Train internal users and junior staff on cloud IVR system functionalities, best practices, and troubleshooting techniques.
  • - Collaboration: Work closely with IT, customer service teams, and third-party vendors to coordinate support activities and system updates.
  • - Customer Interaction: Interact with end-users to understand their needs, gather feedback, and provide solutions that enhance the overall customer experience.
  • - Compliance: Ensure all IVR systems and processes comply with relevant industry standards and regulations.

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