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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)
