Sr. Avaya Telecommunications Engineer

Description APS Healthcare in Brookfield has a new position for a Sr. Avaya Engineer to serve as the Subject Matter Expert (SME) in the design, support and maintenance of the Avaya Telecom Call Center activities throughout the APS Enterprise. This is an important client facing role which will involve working extensively with APS leadership and stakeholders to deliver standarized Call Center reporting and design concepts.

Responsibilities:
� Take ownership of Avaya Call Center projects, including providing engineering design and Call Center management support.
� Provide technical expertise in support of the APS Enterprise Telecommunication Architecture and Vision.
� Establish and maintain relationships with APS telecommunication vendors (Avaya, Cisco, etc.). Work with vendors to build partnerships, while ensuring the highest level of both service and value are delivered
� Provide tier III technical support for all APS Call Center software.
� Manage the process for documenting and maintaining processes in support of call center services, including assisting in the design of telecommunication routing path vectors/scripts
� Design and implement standardized Call Management System (CMS) reporting across the APS enterprise.
� Provide support to call center agents ensuring user awareness of Call Center features and functions.
� Review associate call monitoring logs for trends. Then recommend Telecommunication architecture (hardware / software)decisions based on collected metrics
� Creation and Maintenance of detailed process maps to ensure service delivery.

Qualifications/Requirements:
�Bachelor�s degree in Computer Science, Information Technology or equivalent.
� Avaya, Cisco and Microsoft Certification preferred.
� Minimum of 5-7 years working in a Telecommunications Call Center environment.
� Minimum of 3 years Avaya experience or related phone system required.
� Strong installation, commissioning and support skills on Telephony or Data Networks.
� Knowledge and experience with Avaya CM 3.x and CM 5.x required. Knowledge of Avaya CMS required.
� Knowledge and experience with predictive dialing.
� Previous experience with processing mapping.
� Previous experience and success with vendor relations.
� Strong interpersonal skills and ability to work with multiple levels of personnel.
� Ability to work collaboratively across APS departments to provide standardized CMS implementation and report design and deliverables.

Requirements Please refer to the Job Description for the qualifications.