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Contact Center Support Engineer, AVAYA

Posted on Sep 24, 2021 by Hadron Finsys GmbH

Zürich, Switzerland
Immediate Start
Annual Salary

For our client based in Switzerland we are looking for a Contact Center Support Engineer, AVAYA

Key tasks include:

  • System Operation: Operate Platform. No updates planned as System is marked as Legacy architecture.
  • Analyse Incidents and coordinate with 1st Level and other Teams.
  • Monitoring: Observe and react on basic monitoring triggers.
  • IVR Applications: Development of IVR Application (decreasing activity)
  • Ad-Hoc Call routing Changes: Provide short notice call routing changes (eg abnormal call volumes), to help the business handling and safe infrastructure from call volume overload.
  • Interface Operation: Operate and Support Interfaces to WFM, Solvatio, Pega, DWH.
  • Routing Consulting: Consult internal customer on their call delivering goals. Provide support for business customers with routing recommendations. (decreasing activity)
  • Routing Changes: Change % based Volume Routing.
  • End-user support: Handling User issues dispatched from 1st Level Application Support or Service Desk
  • OnCall 24/7: Serving OnCall Support
  • Login Management: Create/move and delete Agent's twice a week
  • Migration Support: Support on Migration to CC Target System Genesys.
  • Consult on call routing;
  • Operating call center 24x7h; call recording 5x8h
  • Operating call recording Environment;
  • Prepare, implement and operating call flow/call routing Designs;
  • Operating IVR Applications;
  • MACD (Move, Add, Change, Delete) User actions
  • Providing RAW Reporting data and consult on data content topics;
  • End-User Support;
  • Migration Support to OneTelephony Platform (Genesys CIC)

Reference: 1332832914

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