Contact Center Technical Customer Service Specialist

Seeking a Contact Center Customer Services Specialist to develop testing strategy and plans with clients, cross-services teams, and third-party partners. Requires a deep understanding & extensive experience with architecture, design, implementation & testing in support of architecture designs to be consumed for global deployments. It is a constantly evolving field & the job requires someone who can stay on top of the latest trends & technologies.

Duration: Fulltime position
Work location: Fairfax, VA (onsite)

Must have:
-Top Secret Clearance with TS/SCI & full scope polygraph. 
-At least 5 yrs. of professional services exp. in the related field
-Exp. working with Avaya CM implementation and service-related work
-Strong technical knowledge & exp. with Avaya’s Contact Center product portfolio 

Exp./Duties:  
-Exp. with systems implementation, service-related work, working in the support field and direct customer interaction. At least 5 yrs. of professional exp. in the related field.
-Strong technical knowledge & exp. with call management systems product portfolio’s, communication manager, session & systems manager, technical working knowledge & exp. with SIP.
-Strong personal computer and business solution software skills in application administration, design & architecture, problem-solving skills for design, coordination & testing of applications.
-Leadership skills to guide & mentor the work of less experienced personal.
-Good communication skills to communicate with customers, support personnel & management. Ability to work in a team environment and high tolerance for stressful situations.
-Strong skills in apps administration, design & architecture.
-Provide technical guidance & advice for the operations & maintenance of the customer's expansive voice network to include patching, upgrading & introduction of new products to enhance their telecommunication posture.
-Monitor, manage, and maintain voice call flow traffic across more than 300 TDM-PRI/H.323/SIP trunk groups connecting to products as well as other telecommunication platforms.
-Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR/ARS analysis/conversion tables & route patterns.
Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of various servers.
-Manage dozens of non-person accounts servers that perform automated functions for the customer.
-Work with the customer's O&M team & various other organizations to troubleshoot & maintain reliable talk paths between voice networks.
-Produce & maintain various eDocuments (MS Word, Excel, Visio, PowerPoint, etc.) capturing how to manage & maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
-Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative tasks and conducting troubleshooting actions. Train newer voice engineers on how to perform most of the tasks listed above.
-Bachelor’s degree or equivalent years of exp.