Key Responsibilities

• Lead and oversee Avaya IVR (Interactive Voice Response) and CTI (Computer-Telephone Integration) development and implementation.
• Develop and maintain call center solutions using Avaya ACM, IVR systems, call flows, vectors, adjunct routing, and system architecture.
• Proficiently use VXML (Voice eXtensible Markup Language) to design and implement IVR solutions.
• Collaborate with cross-functional teams to analyze requirements, troubleshoot issues, and design technical solutions.
• Ensure quality and performance of systems through QoS configurations, jitter analysis, bandwidth analysis, and tuning.
• Manage integration and configuration tasks with Avaya Session Manager, Avaya IVR, and other communication technologies.
• Provide expert troubleshooting and support in diagnosing issues in complex network environments (LAN/WAN, CTI).
• Participate in project management, providing structured updates, PowerPoint presentations, and Visio diagrams to communicate technical details to stakeholders.
• Work effectively under tight deadlines in high-pressure environments, prioritizing tasks and maintaining customer service excellence.

Skills & Experience

• Proven experience in Avaya ACM development, including call flows, vectors, adjunct routing, and IVR implementation.
• Strong programming skills in Java, VXML, and experience with cloud-based databases (AWS).
• Solid knowledge of CTI, QoS, and troubleshooting techniques in call center technologies.
• Experience with OpenShift and multi-layered network environments.
• Strong communication and presentation skills for both technical and non-technical audiences.
• Ability to analyze requirements, troubleshoot issues, and manage complex technical solutions.
• Strong leadership, problem-solving, and analytical skills.

Qualifications

• Extensive experience in Avaya Session Manager and IVR system configuration and support.
• Expertise in call center technologies, IVR systems, CTI, LAN/WAN communications, and VXML.
• Proven track record in delivering complex technical solutions under tight deadlines.
• Excellent communication skills and experience in structured program management and reporting.
• Ability to work in geographically dispersed teams and lead cross-functional collaboration.
• Highly motivated, self-directed, and capable of managing multiple priorities.

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