Location: Mountain View, CA
JD - Contact Center Senior Support Technician:
• Additions of new call centre agents.
• Development of design templates for new call deployments including, but not limited to, Avaya's Automatic Call Distribution configurations, call flow templates, testing checklists, etc.
• Gather requirements from business teams who want to expand current call centers or build out new call centers.
• Write call flow documentation based on these business requirements.
• Document existing call flows and maintain the repository of call flow documentation.
• Provide advice to the business teams on best practices on call flows.
• Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS (Call Management Server) reports etc.
• Escalation point for troubleshooting problem tickets for call center users.
• Create initial configuration of CMS for new deployments.
• Proactively check system health and capacity.
• Monitor stability and performance of system.
• Work alongside Tech A/C Manager to deliver system implementations and projects.
• Physical installation of contact center equipment like Avaya Voice Portal, Avaya CMS, etc
• Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
• Run a weekly ticket SLO report for the region and follow up with the support technicians on meeting user expectations
• Provide and record updates to Google ticketing team on all requests.
• Work within the standards provided by the Telephony Engineers, (e.g., IP addressing, DNS naming schemes, dial plan, feature access codes, call flows, etc.).
• Support the installation, maintenance and troubleshooting of Avaya Voice Portal IVR system
• Support the installation, maintenance and troubleshooting of CallCopy call recording system
• Support the installation, maintenance and troubleshooting of Witness and Aspect Workforce Management System
• Ability to work directly with end uses on issue resolution, and process development.
• Strong interpersonal and communication skills.
• Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
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Regards,
Kenny
SysMind LLC
38 washington Road, Princeton Junction, NJ-08550
Ph: 609-897-9670 x 2176
Fax: 609-228-5522
Email: Kenny@sysmind.com
GTalk: adamseansmith@gmail.com
Linkedin: in.linkedin.com/pub/kanhaiya-pandey/62/6b1/183/
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Regards,
Kenny
SysMind LLC
38 washington Road, Princeton Junction, NJ-08550
Ph: 609-897-9670 x 2176
Fax: 609-228-5522
Email: Kenny@sysmind.com
GTalk: adamseansmith@gmail.com
Linkedin: in.linkedin.com/pub/kanhaiya-pandey/62/6b1/183/
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