Job Summary: We are seeking a highly skilled
Avaya ACM Specialist with extensive experience in
IVR systems, call flows, vectors, and adjunct routing. The ideal candidate will possess strong hands-on knowledge of
Avaya Aura, Avaya ACM, Avaya Session Manager, and
QoS configurations. This role requires exceptional
troubleshooting, analytical skills, and communication capabilities to support complex multi-layered network environments and call center operations.
Key Responsibilities:- Perform requirement analysis and provide technical expertise in Avaya ACM, IVR, and adjunct routing.
- Develop, implement, and troubleshoot call flows, vectors, and system architecture.
- Configure and support Avaya Session Manager, ensuring QoS optimization, bandwidth analysis, and jitter troubleshooting.
- Collaborate with cross-functional teams in a geographically dispersed environment to deliver seamless telephony solutions.
- Monitor and maintain CTI integrations, LAN/WAN communications, and VXML implementations.
- Ensure optimal performance of call center infrastructure using AWS cloud solutions and OpenShift.
- Provide structured program updates using PowerPoint and Visio for effective communication and stakeholder alignment.
- Work under tight deadlines and high-pressure situations, demonstrating excellent problem-solving abilities.
- Conduct regular reporting, prioritization, and documentation to ensure compliance and efficiency.
Required Qualifications:- Extensive experience in Avaya Aura, ACM, IVR, and Call Flows.
- Proficiency in VXML, Java, and CTI integration.
- Hands-on expertise in Avaya Session Manager and QoS configurations.
- Experience with cloud platforms like AWS and OpenShift.
- Strong knowledge of call center operations and complex network environments.
- Exceptional communication skills (written & verbal) and ability to present structured reports.
- Ability to work independently with self-motivation and drive.
Preferred Qualifications:- Experience in program management and communication strategies.
- Familiarity with database structures in cloud environments (AWS).
- Prior experience in OpenShift deployments.
Additional Information:- In-person interview required (Only local candidates will be considered).
- This role requires a highly motivated and self-directed individual with the ability to handle dynamic challenges.