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Customer Experience Consultant
2 months ago
Job Description
Job Description
We are seeking Customer Experience Professionals with an active Top Secret Clearance and full scope polygraph.
The position is on-site, in Fairfax, VA, so candidates must be located in or within a commutable distance to the area.
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, cross-service teams, and third-party 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 service-related 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 problem-solving 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 customer's 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 non-Avaya servers
- Work with the customer's 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 customer's voice network
- Respond to requests for assistance on performing administrative tasks and troubleshooting actions
- Train newer voice engineers on performing the tasks mentioned
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