Sr. Customer Experience Services Consultant

GavinHeath is partnering with a client in Fairfax, VA looking to add a Sr. Customer Experience Services Consultant to their team.

The role is a Direct Hire position.

Responsibilities :

• Overall responsibility of developing testing strategy and plans with our client, cross-service teams and third-party partners.
• Requires a deep understanding and extensive experience with Avaya products - architecture, design, implementation and testing in support of architecture designs to be consumed for global deployments.
• Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new products to enhance our client's telecommunication posture.
• Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR / ARS Analysis / Conversion tables and Route Patterns.
• Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of Avaya and non-Avaya servers.
• Manage dozens of non-person accounts in hundreds of Avaya and non-Avaya servers that perform automated functions for the customer.
• Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
• Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
• Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions.
• Train newer voice engineers on how to perform most of the tasks listed above.

Qualifications :

• Top Secret Clearance with full scope polygraph.
• Bachelor's degree or equivalent years of experience.
• Must also have at least 5 years of professional experience in the related field
• Experience working with Avaya CM implementation and service-related work
• Experience working in the support field and direct customer interactions
• Strong technical knowledge and experience with Avaya's product portfolio
• Technical working knowledge and experience with Communication Manager, Session and System Manager
• Technical working knowledge and experience with Session Initiation Protocol
• Knowledge and experience with Avaya's Contact Center portfolio
• Strong personal computer and business solution software skills in application administration, design and architecture
• Strong analytical and problem-solving skills for design, coordination and testing of applications
• Leadership skills to guide and mentor the work of less experienced personal
• Good communication skills to communicate with customers, support personnel, and management
• Ability to work in a team environment
• High tolerance for stressful situations
• Strong personal computer and business solution software skills in application administration, design and architecture
• Strong analytical and problem-solving skills for design, coordination and testing of applications
• Leadership skills to guide and mentor the work of less experienced personal
• Good communication skills to communicate with customers, support personnel, and management
• Ability to work in a team environment
• High tolerance for stressful situations

GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.

Last updated : 2024-06-14