The ideal candidate will have previous experience working in a very fast paced, global and dynamic environment. Must be able to support a global contact center platform including Avaya ACD, Avaya CMS, Genesys CTI, NICE and Verint Call Recording and other contact center applications, across several PBX's. Intermediate level knowledge of voice communication systems, protocols, design, network planning, switching architecture, hardware, telephony and wiring, platforms and real time operating system programs is key in this position. The network analyst provides support for routing and reporting metrics. Must be able to review and analyze call flows, vectors, routing environment, design documentation, operations performance and reporting. Has the ability to demonstrate breadth of knowledge across multiple areas of information technology. The candidate may be called to be a key team member on strategic or enterprise-wide technology projects or issues. Avaya ACD experience is required. Cisco Call Manager experience is a plus.
Plans, designs, documents, and engineers telecommunications solutions for projects
Identifies and evaluates new technology for updating equipment, adding capabilities and enhancing existing systems
Troubleshoots complex voice problems including routing and voice quality
Designs telephony equipment solutions, telecommunication networks and related processes
Hands-on and remote configuration of Avaya PBX's, call routing strategies, to include Best Service Routing (BSR)/Advocate/Expert Agent Selection (EAS), vectoring and other voice centric applications
Maintain and administer PBX resources
- Recommends optimal enterprise communication systems solution to meet business needs.
- Performs 7/24 on-call support on a rotational basis
- Works Telecom tickets
- Other duties as assigned
- Occasional domestic and global travel is required, <5%.
A bachelor's degree or equivalent work experience; 2 to 5 years of Avaya ACD, IP telephony, and Avaya PBX experience.
Strong background in Avaya contact center hardware and call flow design
Working knowledge of Avaya CMS
Genesys, NICE, Verint experience a plus
Good interpersonal, oral and written communications skills
Task Oriented individual with willingness to tackle issues
Take ownership of projects and completes them on time
Ability to handle multi-tasking and frequently changing priorities
Familiarity with Cisco Unified Communications Manager is a plus
The Western Union Company (NYSE: WU) is a leader in global payment services. Together with its Vigo, Orlandi Valuta, Pago Facil and Western Union Business Solutions branded payment services, Western Union provides consumers and businesses with fast, reliable and convenient ways to send and receive money around the world, to send payments and to purchase money orders. The Western Union, Vigo and Orlandi Valuta branded services are offered through a combined network of 455,000 agent locations in 200 countries and territories. In 2010, The Western Union Company completed 214 million consumer-to-consumer transactions worldwide, moving $76 billion of principal between consumers, and 405 million business payments. For more information, visit www.westernunion.com.
WesternUnion - 14 months ago