Customer Experience Consultant

We are seeking Customer Experience Professionals with an active Top Secret Clearance and full scope polygraph.

The position is onsite in Fairfax VA so candidates must be located in or within a commutable distance to the area.

This position is open only to U.S. citizens and lawful permanent residents (green card holders) due to the nature of the work and compliance with federal regulations.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Responsibilities:

The overall responsibility is to develop testing strategy and plans with our client crossservice teams and thirdparty partners. This requires a deep understanding and extensive experience with Avaya architecture design implementation and testing to support architecture designs for global deployments in the constantly evolving field.

Requirements:

Experience working with Avaya CM implementation and servicerelated work

Experience working in the support field and direct customer interactions

Strong technical knowledge and experience with Avayas product portfolio

Technical working knowledge and experience with Communication Manager Session and System Manager

Technical working knowledge and experience with Session Initiation Protocol

Knowledge and experience with Avayas Contact Center portfolio

We are looking for applicants with the following:

Strong personal computer and business solution software skills in application administration design and architecture

Strong analytical and problemsolving skills for design coordination and testing of applications

Leadership skills to guide and mentor the work of less experienced personnel

Good communication skills to communicate with customers support personnel and management

Ability to work in a team environment

High tolerance for stressful situations

Bachelors degree or equivalent years of experience

At least 5 years of professional experience in the related field

Additional Responsibilities:

Provide technical guidance and advice for the operations and maintenance of the customers expansive voice network

Monitor manage and maintain voice call flow traffic across PRI/H.323/SIP trunk groups connecting to Avaya products and other telecommunication platforms

Migrate call flows to enhance telecommunication posture

Manage and maintain a bash script application to manage login accounts in Avaya and nonAvaya servers

Work with the customers O&M Team and other organizations to maintain reliable talk paths between voice networks

Create and maintain various eDocuments capturing how to manage and maintain communications within the customers voice network

Respond to requests for assistance on performing administrative tasks and troubleshooting actions

Train newer voice engineers on performing the tasks mentioned

Remote Work :

No