Avaya Senior Engineer

•    To Design, develop and maintain complex contact centre systems using VXML, Java and IVR development tools and voice platforms
•    To Develop and Maintain IVR Contact Centre Routing Solution which intelligently routes calls to queues, leveraging AOD and STT/TTS engines
•    Coordinate with Backend Developers and other backend systems for IVR integration via APIs
•    To implement deploy Contact Centre Solutions to meet customer requirements as well as managing any changes/modifications to existing implementations to completion.
•    To support and maintain Contact Centre Application infrastructure, with developments and modifications to real time systems.
•    Designs and develops high quality, scalable and efficient solutions & products on schedule
•    Ensures developed solutions are reportable and monitorable
•    To undertake the technical design of Contact Centre Solutions for internal and external customers.
•    To consult with all customers and prospective customers on the suitability and viability of Vodafone Contact Centre Solutions.  
Key accountabilities and decision ownership:
1.    Solution Development
a.    Work with other members of Contact Centre Solutions in the establishment of solution feasibility/business cases.
b.    Coordinate the technical design of new and enhanced CTI system solutions.
c.    Development of support processes required for new & existing solutions as required.
d.    Identification of impacts on other solution components if applicable
e.    Support contact centre training to other engineers as applicable.
f.    Provides accurate and timely input to Development Manager regarding status of technical tasks for self and team.

2.    Solutions Implementation
a.    Operational support of enhanced Contact Centre systems.
b.    Creation and maintenance of relevant documentation.
c.    Check existing Vendor software versions 
d.    Ensure root cause and analysis is performed on faults to ensure fault repeats is kept to a minimum.
e.    Second level support for engineers in Operation Team.
f.    Regular status reporting (Stakeholders, Vendors, Customers and Project Teams etc.)
g.    Coordinate with Backend Developers and other backend systems for IVR integration via APIs

3.    Advice and Support
a.    Provide advice and support (via customer meetings and documentation) to customers so that they can understand what services Vodafone can provide them and how services can be modified to meet the customer needs.
b.    Provide relevant design documentation to the Vodafone Standard.
c.    Understand and define Contact Centre changes, including implementation options, indicative costing, and eventual deployment of successful solutions.
d.    Arrange simulations or other tests to validate system designs, test interface methods and detect potential integration problems.
e.    Identify, understand, and then design, specify, and advise through quality documentation, the most suitable Contact Centre Solutions to satisfy customer needs.
f.    As needed, Identification and understanding of impacts on core network products and customer's network.
Experience with using databases local to routing, and creating/modifying Stored Procedures

4.    Vendor Relationship Management and Interaction
a.    Interaction with Vendors for the purposes of identifying and creating solutions for a particular implementation and/or fault resolution.
b.    Working with vendors to ensure delivery and integration/Operational tasks are completed as part of the overall solution
c.    Assist in the management of supplier performance in accordance with agreed Service Levels.

5.    Systems Support, Management, and Implementation
a.    Support Vodafone’s Contact Centre infrastructure  
b.    Manage systems in accordance with Vodafone standards and agreed Service Levels.
d.    Assist in the development and implementation of plans for improving CTI systems service/operational performance.

Core competencies, knowledge, and experience:

•    Contact Centre Knowledge with 2 years plus in one of the below platforms 
1.     Genesys Solution Sets

2.     Avaya Orchestration Designer (v7 onwards), Knowledge on the Nuance Natural Language Call Steering platform
•    Technical
o    Communication Protocol Knowledge (SIP, VOIP, TCP/IP, Networking, Web Services, POP3, SMTP, IMAP, IM, HTML, JSON, SOAP)

o    Verint Solution Sets, Cisco CCX
o    Operating Systems Knowledge (UNIX, LINUX, Windows)
o    Database Knowledge (Oracle, MSSQL, PostgreSQL, Cassandra)
o    Programming Knowledge (VXML, SCXML, EMCA, C#, Java, .Net)
o    Familiar with Applications including Visio, FTP, Azure DevOps

•    General 
o    Technical Writing
o    Good English communication skills 
o    Agile Delivery Experience

Preferred Technical / professional qualifications:

•    Technical Genesys Certification or Technical Avaya Certification
•    Computing Science or Engineering background