Senior Avaya Technical Analyst

Only on our W2 and no C2C...

We are looking for a Sr. Technical Analyst to join a team of analysts, software developers, app testers, infrastructure engineers and business stakeholders in the contact center applications space. In this role the Sr. Analyst will lead efforts to design, develop, test, deploy and support customer self-service applications, with an emphasis on voice (IVR) call treatments. Some graphical interface (UI) and user experience (UX) design is also performed as needed. Additionally, the Sr. Analyst will conduct ongoing technical and process assessments, driving continual improvements and innovation across the team.

Qualified candidates should have a strong background in requirements analysis and technical design for voice applications, with direct experience working on large enterprise IVRs supporting sizable customer populations. Exceptional communication and strong leadership skills are essential, as this role will guide efforts across multiple teams and disciplines with highly visible deliverables. The ability to quickly produce detailed documentation technical designs, logic flow diagrams and well-written functional analysis artifacts is critical. Strong people skills are needed to interact with a wide range of colleagues, from highly technical IT specialists to business operations managers and leadership teams.

Technologies We Use:

Avaya Experience Portal, Avaya Orchestration Designer, Avaya Communication Manager, Swampfox ICX, Java, Oracle, web services, Microsoft Visio, audio editing software

Responsibilities and competencies:

Performs technical analysis: Evaluates, documents and translates business needs into technical specifications and deliverables. Possesses knowledge and ability to elicit, capture and contextualize functional requirements to ensure the success of a system or software development project. Engages with customers, users and other stakeholders to extract and gather requirements. Utilizes organizational methods, tools and techniques for requirements analysis. Confirms deliverables, challenges, conflicts and expectations associated with requirements analysis. Prepares delivery models and documentation.

Evaluates system and technology integrations: Possesses knowledge of technology system features and capabilities to integrate among applications, databases and platforms. Explores technical, functional and performance considerations for successful system integration. Plays an active role in current and planned integration efforts. Works with applications, data and a variety of platforms to achieve optimal business results.

Communicates with impact: Captures and holds the audience's attention. Uses authoritative and compelling language and tone to stimulate others' thinking and actions. Uses stories, analogies and illustrations to create mental images. Utilizes communication styles, formats and terminology appropriate to the topic and audience.

Builds partnerships: Proactively builds, nurtures and maintains long-term working relationships with partners inside and outside of the organization. Demonstrates flexibility when forming and adjusting partnerships to achieve broader goals. Works across boundaries to achieve outcomes addressing technical, business and customer goals.

Collaborates with intent: Provides leadership, volunteers assistance, offers resources and removes obstacles to help the team achieve goals. Leverages others skills and gains support by soliciting ideas, opinions and participation. Shares relevant information and rationale with others, summarizing clearly to check collective understanding.

Focuses on execution: Establishes challenging goals that are designed to deliver exceptional business results. Tracks and broadcasts progress and accomplishments. Works tenaciously to overcome obstacles and meet or exceed goals.

Values accuracy and attention to detail: Understands the necessity and value of attention to detail. Demonstrates the ability to process complex information with high levels of accuracy. Utilizes intentional approaches and tools for checking and cross-checking own and others' outputs. Accurately gauges the impact and cost of errors, omissions and oversights. Learns from mistakes and applies lessons learned.

What We Look For:

• Bachelor s degree, preferably IT or Computer Science major, or equivalent experience
• Minimum 5 years experience in technical analysis and delivery of business functional requirements
• Minimum 2 years experience in telephony and voice applications
• Exceptional written and verbal communication skills
• Strong organizational skills
• Experience with Agile delivery processes and principles
• Aptitude to learn new technologies and explore new directions

Preferred (If you have these, we re thrilled!):

• Application development and coding experience
• Business operations experience, especially in the contact center environment
• Project and/or people lead experience
• Experience with cloud-based architectures and services
• Experience with AI/NLU capabilities and integration models
• Familiarity with deployment automation tools
• Familiarity with application monitoring tools.