Avaya Contact Centre SME

Position: Avaya Contact Centre SME
Location: Minneapolis MN Onsite

Job Description:

• Indepth knowledge of Avaya Cloud Contact Center IVR systems.
• Proficiency in cloudbased IVR scripting and call flow design.
• Strong troubleshooting and problemsolving skills.
• Experience with cloud telephony systems VoIP and related technologies.
• Familiarity with CRM and cloud contact center software integrations.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Strong organizational skills and attention to detail.
• Customeroriented with a focus on delivering highquality support.
• Certifications: Relevant certifications in cloud IVR systems or contact center technologies are a plus.

Roles & Responsibilities

• Technical Support: Provide advanced technical support for Avaya Cloud Contact Center IVR systems addressing and resolving complex issues.
• System Configuration: Configure and manage cloudbased IVR call flows scripts and routing rules to optimize customer experience and operational efficiency including performing Add Change Delete requests for contact center users.
• Troubleshooting: Diagnose and troubleshoot IVRrelated issues identifying root causes and implementing effective solutions in a cloud environment.
• Performance Monitoring: Monitor cloud IVR system performance analyze metrics and suggest improvements to enhance reliability and effectiveness.
• Documentation: Maintain detailed documentation of IVR configurations changes and support procedures.
• User Training: Train internal users and junior staff on cloud IVR system functionalities best practices and troubleshooting techniques.
• Collaboration: Work closely with IT customer service teams and thirdparty vendors to coordinate support activities and system updates.
• Customer Interaction: Interact with endusers to understand their needs gather feedback and provide solutions that enhance the overall customer experience.
• Compliance: Ensure all IVR systems and processes comply with relevant industry standards and regulations.