US-TX-Round Rock: ICM Telecom Analyst: Avaya G#/S8700, PSTN, scripting; 3-6M (45329532405)
==========================================================================================

Position:     ICM Telecom Analyst
Reference:    SMC01716
Location:     Round Rock TX
Duration:     3-6M

Skills:       Exp with Avaya G3 or S8700 platforms (preferably version 9
              or above),
              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
              rotation plan.

              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
              recordkeeping.


Please send your current resume in confidence to <staffing@eurosoft-inc.com>

..45329532405.