Experience level: Mid-senior Experience required: 8 Years Education level: Bachelors degree Job function: Information Technology Industry: Information Technology and Services Pay rate : $52 per hour Total position: 1 Relocation assistance: No Visa sponsorship eligibility: No Position Summary • Should have good communication along with requirement analysis skills • Extensive programming experience on Avaya ACM, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation • Excellent customer service skills including reporting, organization, written and oral communication and task prioritization • Experience in program communication and program management • Communication skills a must, PowerPoint, Visio, structured program updates • Must be highly motivated and a self-directed individual • Strong hands-on knowledge of Avaya Session Manager, Avaya IVR • Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis • Knowledge of CTI, LAN/WAN communications and VXML knowledge • Experience with configuration and support experience in a complex multi-layered network environment • Participate in cross-functional teams and ability to work effectively in a geographically dispersed team • Experience working under tight deadlines and high-pressure environment • Excellent troubleshooting and analytical skills Essential Skills: • Candidate should have Operational experience in the following areas - IVR (Interactive Voice Response) and (CTI computer-telephone integration) • Proficient in VXML - Voice eXtensible Markup Language • Call center domain Knowledge • Java proficiency • Database- Cloud AWS Knowledge • Open shift preferable