Technical Delivery Lead- Contact Center Technology

About Avaya Avaya is an enterprise software leader that helps the world s largest organizations and government agencies forge unbreakable connections The Avaya Infinity TM platform unifies fragmented customer experiences connecting the channels insights technologies and workflows that together create enduring customer and employee relationships We believe success is built through strong connections - with each other with our work and with our mission At Avaya you ll find a community that values your contributions and supports your growth every step of the way Learn more at https www avaya com Job Information Job Code 00178896 Job Family Professional Consulting Job Function APS Technical About the Job We are seeking a highly skilled Technical Delivery Lead with expertise in Contact Center Technologies The ideal candidate will have extensive experience with the latest Contact Center as a Service CCAAS solutions Avaya products virtualization cloud deployments AI and networking This role requires strong communication skills to oversee multiple projects collaborate with global teams manage stakeholders and ensure successful delivery of projects Scope of Responsibilities The Avaya CC Consultant will provide the overall project technical prime and guidance during the project deployment The primary responsibilities for the Avaya Consultant will include solution design installation configuration testing and turn-up for the delivery of contact center solutions and or technical consultancy services for Avaya CC Solutions They facilitate and contribute to the development of and manage the delivery of complex design documentation and make effective decisions between alternative engineering solutions resolving functionality cost and availability conflicts to deliver Avaya s customer commitments within the defined scope In this manner the Avaya CC Consultant will frequently be acting as a consultant directly to the customer and or Business Partner Key Responsibilities The Avaya Contact Center Consultant will play as a Subject Matter Expert SME with in depth knowledge on Avaya CC products Cloud and on-premise Provides exceptional technical and or analytical support to clients in identifying analyzing and resolving problems of moderate to highly complex business communication systems Self-directed making major contributions to teams and contributes significantly to client satisfaction When acting as Technical Lead takes responsibility for client satisfaction on project deliverables Interfaces directly with clients others outside the company recognizes business opportunities and helps to develop them Work is performed with minimal direction and reviewed by senior management About the Skills Proven experience with the latest contact center solutions CCAAS emphasizing customer experience Hands-on expertise in the installation configuration and upgrading of Avaya products including Communication Manager CM Session Manager SM System Manager SMGR Application Enablement Services AES Avaya Experience Portal AEP and Call Management System CMS Proficiency in deploying VMWare OVA on customer servers or Amazon Web Services AWS Strong command of Linux including fluency in Linux commands and basic administration Expert-level technical knowledge in programming languages e g JavaScript full stack databases and communication protocols e g SIP H 323 RTP WebRTC Experience with Unified Communications UC and Contact Center CC products as well as virtualization and cloud platforms Familiarity with speech-based Interactive Voice Response IVR Automatic Speech Recognition-Text to Speech ASR-TTS Google Contact Center AI CCAI products Google Dialog Flow virtual agents and related technologies Knowledge of web application development technologies including design frameworks HTTP stack and server network configuration Understanding of REST API and SOAP API frameworks Strong grasp of TCP IP concepts Unix Linux administration and client-server protocols Familiarity with Customer Relationship Management CRM systems such as Salesforce Dynamics ServiceNow and ZenDesk Familiarity with AI technologies and practical experience in deploying AI-driven projects would be a valuable asset Qualification and Experience This position requires 10 years of relevant Experience B E B Tech MCA with relevant experience Certifications like ACIS ACSS and other equivalent like CCNA CCNP CCVP MCSE and NCSE would be an added Experience 10 - 15 Years of Experience Education Bachelor degree or equivalent experience Footer Avaya is an Equal Opportunity employer and a U S Federal Contractor Our commitment to equality is a core value of Avaya All qualified applicants and employees receive equal treatment without consideration for race religion sex age sexual orientation gender identity national origin disability status as a protected veteran or any other protected characteristic In general positions at Avaya require the ability to communicate and use office technology effectively Physical requirements may vary by assigned work location This job brief description is subject to change Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason You may also review the Avaya Global Privacy Policy accessible at https www avaya com en privacy policy and applicable Privacy Statement relevant to this job posting accessible at https www avaya com en documents info-applicants pdf