Customer Experience Specialist

3 days ago

Fairfax Virginia, United States Next Generation Career Coaching Full time
Job Description

We are seeking a highly skilled Customer Experience Specialist to join our team at Next Generation Career Coaching.

Job Summary:

The Customer Experience Specialist will be responsible for developing testing strategies and plans with our clients, cross-functional 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.

Key Responsibilities:

  • Develop testing strategies and plans with clients, cross-functional teams, and third-party partners.
  • Collaborate with clients to understand their business requirements and develop solutions to meet their needs.
  • Design, implement, and test Avaya solutions to ensure they meet client requirements.
  • Provide technical guidance and advice to clients on the operations and maintenance of their voice networks.
  • 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 clients' O&M Teams and other organizations to maintain reliable talk paths between voice networks.
  • Create and maintain various eDocuments capturing how to manage and maintain communications within clients' voice networks.
  • Respond to requests for assistance on performing administrative tasks and troubleshooting actions.
  • Train newer voice engineers on performing the tasks mentioned.

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 Avaya's 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 Avaya's Contact Center portfolio.
  • 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.
  • Bachelor's degree or equivalent years of experience.
  • At least 5 years of professional experience in the related field.

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