Job ID :
1735
Company :
Commonwealth of Pennsylvania
Location :
harrisburg, PA
Type :
Contract
Duration :
6 Months
Status :
Active
Openings :
1
Posted :
6 years ago
Job Seekers, Please send resumes to resumes@hireitpeople.com or Call: (202) 719-0200 Ext: 127

Short Description:

The Technical Specialist for this role is a senior level, Avaya-certified resource with specialized knowledge and experience supporting Avaya hardware and software in large call center environments. Must hold current ACA - IP Telephony certification.

 

Complete Description:

The Technical Specialist for this role is a senior level, Avaya-certified resource with specialized knowledge and experience supporting Avaya hardware and software in large call center environments.

 

Years of Relevant Experience: 7 to 8 years

Preferred Education: 4 year college degree or equivalent technical study.

Role Description:

All roles specified plus the following:

•Delivers support and design for industry specific applications that require integration with statewide systems or applications.

•Interacts with executive level business users or technical experts.

•May function as a niche technical SME.

 

AGENCY ADDED DESCRIPTION:

 

***Candidates must hold, at a minimum, a current AVAYA CERTIFIED ASSOCIATE (ACA) - IP TELEPHONY certification. All Avaya certifications must be noted on submitted resumes and candidates must be able to provide proof of all certifications***

 

DOR's current system has 66 different call centers with 547 agents and 108 Supervisors.   The Technical Specialist in this role will be responsible for supporting the Avaya hardware and software within these call centers, resolving any problems reported by the call centers, maintaining the hardware associated with the call centers, ensuring each system is backed up properly, and suggesting ways to enhance the agency's productivity with the system.

 

This resource will also be responsible for supporting the predictive dialer, communicating effectively with Unisys and Avaya support personnel, and mentoring the current revenue staff on the systems.

 

Skills:

Avaya Communication Manager Software Administration (4.0 or higher)

Required 3 Years

 

Current certification as an Avaya Certified Associate (ACA) – IP Telephony

Required 3 Years

 

Professional Services System Application Specialist experience

Required 3 Years

 

Avaya Voice Portal 4.1 or higher

Required 3 Years

 

Avaya Interact Center 7.1 support or higher

Required 3 Years

 

Avaya IP Agent 7.1 Support

Required 3 Years

 

Avaya Call Center 4.1 and Call Management System rel. 14

Required 3 Years

 

Red hat 4 Administration

Desired 3 Years

 

Proactive contact 3.0 or higher

Desired 3 Years

 

S8720 PBX hardware

Desired 3 Years

 

G650 PBX hardware

Desired 3 Years

 

This position requires, at a minimum, a current Avaya Certified Associate (ACA)