US-TX-Round Rock: ICM Telecom Analyst: Avaya G#/S8700, PSTN, scripting; 3-6M (45329532405)
Position: ICM Telecom Analyst
Location: Round Rock TX
Skills: Exp with Avaya G3 or S8700 platforms (preferably version 9
Conversant IVR and/or middleware scripting such as Ciscos
ICM or Genesys is highly desirable.
Familiarity/experience in/knowledge of the PSTN .Public
Switched Telephone Network. and have a solid understanding
of how calls are processed.
Scope: This role requires occasional after hours or weekend
schedules to support Operations or Engineering sponsored HW
or SW upgrades or problem management responses. It is also
required to carry a pager and participation in an oncall
Primary responsibilities include programming call routing
scripts in the Cisco ICM middleware layer and coordinating
cloud routing in the voice network cloud with carriers to
meet business requirements for inbound/outbound voice based
customer contacts. Programming assignments extend to off
board CTI based applications using data driven routing
schemes to complete call delivery. Programming support
call hand off from Avaya ACD or Edify IVR for speech
recognition based applications is also anticipated.
Proprietary vendor admin interfaces such as AT&Ts Route It
are used on a regular basis as well. Functional tasks
include ACD menu design, intelligent routing using ANI
digits, Express Service Code, Order number, or Account
number, and off premise transport to other virtual call
center locations, call allocation and load balancing.
Position requires good interpersonal and communications
skills and ability to effectively manage relationships with
business partners, vendors, and other I/T based support
groups. Besides development work, the job requires
significant support efforts to insure that calls are routing
properly and customer experience expectations are met.
Position also requires support at the global level and has
direct responsibilities for supporting call centers in
India, Panama, and Canada in addition to all sites in the
Americas including outsource sites. Project level support is
also included for new sites whether badged or outsource.
Job requires administration of trouble tickets and work
orders in Remedy and documentation of call flows, business
continuation plans, 800 number DNIS database entries and
other requirements appropriate to the maintenance of
Please send your current resume in confidence to <email@example.com>
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