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Avaya Contact Center Engineer
Ref No.: 19-09366
Category: Experienced Professional
Location: Charlotte, North Carolina
Lenexa, KS
Norcross, GA
Longwood, FL
Plano, TX
Troy, MI
Position Type:Contract
Start Date / End Date: 01/13/2020 to 01/11/2021
Genesis10 is currently seeking an Avaya Contact Center Engineer with our client in the financial industry in their Charlotte, NC, Plano, TX, Lenexa, KS, Troy, MI, Norcross, GA or Longwood, FL location. This is a 12 month + contract position.

Responsibilities:
  • Responsible for implementation of complex solutions on time and on budget
  • Implement low level technical designs for complex solutions
  • Ensure successful implementation of technical solutions into the production environment
  • Provide Level 3 support to resolve complex and visible production issues as required
  • Accountable for production environment oversight
  • Implement solutions to meet customer's availability requirements
  • Implementation for capacity, security, continuity, and availability management
  • Evaluate high risk change
  • Provide subject matter expertise to line of business, relationship managers, network teams and Operations
  • Identify risks and recommend remediation process
  • Engage with GIS, Compliance, and Legal to ensure proper controls
  • Ensure the stability of environment through lifecycle management
  • Recommend and leverage tools to ensure effective platform management
  • Implement real time voice collaboration solutions that enable users to communicate effectively
  • Seamlessly integrate Avaya platforms with legacy and strategic technologies (i.e. IVR, Genesys CTI, IEX Workforce Management, West/Intrado e911, MOH, NICE call recording, etc.)
  • Collaborate with internal and external subject matter experts, including line of business, business technology teams, operational support teams, various technology organizations, and vendors to develop and support the implementation of collaboration solutions
  • Adhere to, update, and/or create where necessary security standards and internal controls and procedures
Requirements:
  • Strong analytical and organizational skills, including attention to detail, and ability to determine effective course of action as required
  • Ability to thoroughly review, understand and interpret technology updates for applicability in the environment we support
  • Ability to interact effectively with all levels of customers and leadership
  • Ability to handle multiple tasks simultaneously and respond under pressure
  • Intermediate proficiency in Microsoft Office Suite and advanced proficiency with Microsoft Visio and Project
  • Avaya certifications on, but not limited to; ACM, AES and CMS
  • Demonstrate extensive technical experience working with large VoIP network using Avaya Voice solutions including ACM, AES, CMS, IEX/WFM, NICE Call Recording, Genesys CTI, SAL, West/Intrado e911, MOH, Ribon (SONUS) and SIP
  • Broad working knowledge of call routing in complex fortune 500 company with QSIG, H323 and SIP normalization using header manipulation
  • Firm understanding of SIP and call control disciplines as well as next generation networks using APIs, and Web RTC
  • SIP and Traditional ISDN/PRI Trunking.
  • VoIP endpoint configuration to meet site specific environmental requirements
  • VLANs, switch port configuration, layer two networking, and QOS
  • E911 configuration on West/Intrado e911 products preferred
  • Bachelor (4-year) degree, with a technical major, such as computer science, computer engineering or
  • 10 years relevant experience in lieu of degree
  • 7+ years of strong technical experience in coordinating the implementation and operation of voice and data communication solutions.
  • Must have exceptional time management skills, be customer oriented and strong organizational and coordination skills
  • In-depth knowledge of TCP/IP
  • Wireless LAN experience a plus
  • Able to work as a W2 employee of Genesis10 (no Corp-to-Corp)

If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10:

Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives.  If you are a high performing business or IT professional with solid, referenced experience, we want to meet you.  Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations.  We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement – project after project.   To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com.  "Genesis10 is an Equal Opportunity Employer, M/F/D/V”