Role: Avaya Center Support Engineer

Location –Minneapolis, MN

Duration: Fulltime

Job Description:

Technical/Functional Skills

• In-depth knowledge of Avaya Cloud Contact Center IVR systems.
• Proficiency in cloud-based IVR scripting and call flow design.
• Strong troubleshooting and problem-solving skills.
• Experience with cloud telephony systems, VoIP, and related technologies.
• Familiarity with CRM and cloud contact center software integrations.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Strong organizational skills and attention to detail.
• Customer-oriented with a focus on delivering high-quality support.
• Certifications: Relevant certifications in cloud IVR systems or contact center technologies are a plus.

Roles & Responsibilities

• Technical Support: Provide advanced technical support for Avaya Cloud Contact Center IVR systems, addressing and resolving complex issues.

• System Configuration: Configure and manage cloud-based IVR call flows, scripts, and routing rules to optimize customer experience and operational efficiency, including performing Add, Change, Delete requests for contact center users.

• Troubleshooting: Diagnose and troubleshoot IVR-related issues, identifying root causes and implementing effective solutions in a cloud environment.

• Performance Monitoring: Monitor cloud IVR system performance, analyze metrics, and suggest improvements to enhance reliability and effectiveness.

• Documentation: Maintain detailed documentation of IVR configurations, changes, and support procedures.

• User Training: Train internal users and junior staff on cloud IVR system functionalities, best practices, and troubleshooting techniques.

• Collaboration: Work closely with IT, customer service teams, and third-party vendors to coordinate support activities and system updates.

• Customer Interaction: Interact with end-users to understand their needs, gather feedback, and provide solutions that enhance the overall customer experience.

• Compliance: Ensure all IVR systems and processes comply with relevant industry standards and regulations.