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Contact Centre Applications Specialist

Profile:

To undertake solution design and development services associated with the specification, implementation and support of business solutions based upon Avaya’s Contact Centre Applications Portfolio (AIC, AVP, CCE, MVCIE) and associated technologies.

This is in support of our client's aim to drive forward increased marked share in the area of Call Center Application Solutions and to deliver high quality customer projects and services.   
 
Key Responsibilities:

• Solution discovery (Obtaining requirements)
• Producing specifications for system
• Planning the solution and revising
• Writing code in various languages
• Producing technical and user documentation for solution
• Testing intermediate and final product
• Using Avaya platforms and tools eg
• Deploying the system
• Ongoing Management and Support of Solution
• Technical Pre-Sales Support

This work may be undertaken by you either as part of a project or on a stand-alone basis and include liaising where necessary with the client and other colleagues in the assigned Sales and Project teams.
 
Essential Product Knowledge:

• Avaya Interaction Centre including workflow scripting
• Avaya Voice Portal
• Avaya Contact Centre Express
• Avaya Communications Manager (Concepts and Architecture)
• An understanding of Industry Standard Technologies e.g.
• Avaya Application Enablement Services
• VoIP
• None Voice Media Channels – Email, SMS/MMS , IM, Video, Fax
• ACD
• Thin client Applications

Desirable Product Knowledge:

• Avaya Communications Server
• Avaya Application Server
• Avaya Communications Manager (Detail)
• An understanding of Industry Standard Technologies e.g.
• Microsoft Servers and Clients, AD, Exchange, SQL, .Net
• IBM Websphere
• Linux/Apache/Tomcat
• Java
• Scripting, D/HTML, XML/XSLT
• Web Services - SOAP, WSDL, UDDI
   

Personal Qualities:
 

Polite, helpful, resourceful, hard working, customer focused, a good communicator with the ability to work within a close-knit team and remain self-motivated and focused on organisational goals.