Voice engineer - Avaya contact centre

Voice engineer – Avaya Contact Centre

6 month contract

Either Camberley, Bromley or Chester

Inside ir35

About the Role:

Everyday our associates rely on infrastructure, applications and solutions engineered by the Real Time Communications. As a team, we have a responsibility to them to provide a first-class service and we also have a responsibility to continuously improve.

For this reason, I am looking for a visionary and an innovator who is passionate about end user experience and “what’s next”. The successful candidate will be a member of my team and join a group of people dedicated to bringing new technology to life at the bank, modernising our tools and creating reliable, predictable experiences that make our company a great place to work. For me, the most important attribute this person will have is the ability to see things through the eye of the user and put that at the forefront of everything they create.

I hope you see below, a description of a type of person who will be successful on this team rather than a long list of must haves. If you see yourself, please apply.

About you:

You will be systems engineer who is responsible for designing and implementing solutions in the Avaya Contact Centre space. You will operate with a growth mindset, helping drive transformation and change, aligned with line of business goals. You will drive innovation, eliminate non-permitted technology, and improve operational excellence by solutioning and delivering modern end user solutions that creates consistent reliable experiences for our associates.

How will you achieve this?

• You will have the ability to set expectations with business partners.

• You will need to have and maintain credibility with the business community.

• You will be able to demonstrate business acumen.

• You will always take ownership and accountability.

Roles & Responsibilities:

You will be part of the EMEA RTC Voice Engineering team responsible for a range of activities including solutioning, designing and deploying Avaya Contact Centre solutions that solve problems, create business value and that are easy and simple to use that customers love. The focus is on modern infrastructure, applications, collaboration tools and end user devices.The primary focus on will be on innovation, delivering something new, platform stability, never down, elimination of non-permitted technology, identifying and solving risk items. The role will involve:

• Designing, implementing and turn over to production medium to large sized projects in the Avaya Contact Centre including creating low level designs and test plans.

• Software/hardware platform upgrades and dealing with carriers around DDI presentation, call routing and dial plans.

• Gathering requirements from the line of business by engaging with them in a meaningful way.

• Reviewing vendor financial proposals and ensuring value for money against the scope and complexity of work involved.

• Change management, application governance and risk governance.

To be successful in this role, you will need to be already able to do most of these things:

• Be a self-starter who is able to work independently with minimal supervision and demonstrate flexibility.

• Experienced in Contact Centre deployments in a large organization using Avaya AURA, System Manager, AADS, Avaya Session Manager, Avaya Media Server, Avaya CMS, AES, G650 & G450 gateways.

• Experienced in configuring ACDs and designing call flows and skills-based routing for large call centres.

• Have familiarity with EXSI platforms, hardware installation VMware and Avaya application server design in a high availability configuration.

• Have experience of SIP integration with Avaya Session Manager and the ability to configure System Manager.

Experience that will make this job easier to learn and do:

• Data Network (LAN/WAN) and DHCP options scopes

• Voice Recording integration using Nice NTR/X

• Experience of using Linux.

To fit in on the team, you will be this kind of person:

• Be a positive, enthusiastic engineer who genuinely loves designing, solutioning and solving problems.

• Can listen, build credibility with stakeholders, leaders and functional teams.

• Have energy, focus, assertiveness, and diplomacy.

• Can take a calm, pragmatic approach to problem solving whilst maintaining the ability to identify the moments when immediate or urgent action is required without being in ‘urgent mode’ continuously.

• Be able to influence others, using interpersonal skills rather than positional power.

• Knowing when to push an agenda and when to let a situation develop, rest, or advance.

If you believe you have the experience required, please apply with your CV now for instant consideration!

TO APPLY – PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven\’t heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

*Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.