Responsible for the design, planning, project management, procurement, and implementation of
the corporate call center and voice infrastructures. Special focus on call/contact center
applications, design, and project management. Recommends call center solutions based on
analysis, research, business need, and prior experience to develop strategic call center
solutions that are operationally efficient. Analyze complex Call and Contact Centers to assist
with resolving difficult interoperability problems to obtain operation across all platforms.
Support the acquisition of hardware and software solutions, including subcontractor services.
Provide support for the Call Center infrastructure, including PBX/ACD and voice network
services planning, design, and implementation. Support the VRU and CTI design and
Qualifications and Requirements:
-- Minimum 8 years of experience with Call Center strategy including planning, design, project
management, performance goals, technology selection, and procurement.
-- Experience with Call Center Operations including staffing, workforce management,
performance analysis, call volume, service level, agent utilization, and Erlang C and B
-- Experience with Avaya Voice Communication Infrastructure including S8700, S8300, G700, G3r,
Intuity Audix, CMS, Avaya Interaction Center, PBX/Automatic Call Distributor (ACD), Interactive
Voice Response (IVR), and Computer Telephony Integration (CTI).
-- Experience with Voice Networking, including VoIP design & implementation, VoIP protocols
(H.323, SIP), toll-free service, call allocation and routing (ARS patterns), call flow
analysis & programming, Vector / VDN programming, and reporting.
-- Experience with Call Center applications including Blue Pumpkin, NICE, Avaya
Unified/Modular Messaging, IP Agent.
-- Education/Certifications or equivalent required: BA or BS degree in a related field.
Contact: Sumaklos Rembert