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Avaya Aura Workforce Optimization Solution Architect (SA) Consultant

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Date: Jun 29, 2019

Location: Newark, NJ, US

Company: Avaya Corporation

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Short Description

Associate candidates need to be able to travel approximately 65% of the time. When not traveling associates will be working in home Virtual Office.

Ideal Candidate will have the following skill sets:

 Avaya Aura Workforce Optimization Solution Architect (SA) Consultant
The qualified candidate will provide exceptional consultative skills when working with customers to capture their business requirements and build out their Workforce Optimization system. The ideal candidate will have Contact Center skills - preferably with Avaya Aura - to provide in-depth analysis of the customer's business requirements, and provide technical recommendations to meet the customer's needs.   The self-directed candidate will make major contributions to the implementation team, and contributes significantly to client satisfaction. Interfaces directly with clients and partners outside the company, as well as, other internal project team associates. Able to quickly recognize business opportunities and helps to develop them.   Looked upon as a subject matter expert within areas of expertise, and/or is certified in one or more technology areas. Capable of diagnosing, evaluating, and bringing to resolution complex technical issues. Work is performed with minimal direction and reviewed by senior management.
• Typically requires 5-8 years of experience and a Bachelor's degree or equivalent experience.
• Experience with Contact Center required
• Deployment experience with a Workforce Optimization System
• Consultative experience in working with clients required
• Strong analytical & technical experience to identify issues and develop solutions
• Ability to interface with all levels of management and clients
• Experience with the Avaya Aura Workforce Optimization system is a plus
        o Avaya Call Recording (ACR)
        o Avaya Quality Monitoring (QM)
        o Avaya Workforce Management (WFM)
        o Customer Feedback
        o Speech Analytics
        o Desktop and Process Analytics (Pause and Resume)
        o Framework (Release 12 or higher)
• Experience with the Verint Impact Basic system is a plus
• Excellent verbal and written communication skills
• Ability to travel 65% per year as required; may require weekend travel as required by client/s

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Preferred Certifications

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.


Nearest Major Market: Newark
Nearest Secondary Market: New York City

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