Contact Center Specialist

Title: - Contact Center Specialist
Location: - Dallas, TX
Joining Mode: - 6 Month Contract
GENERAL DESCRIPTION:-

Knowledge/Experience

Knowledge of Avaya PBX hardware up to and including Avaya CM 6.3 releases

Knowledge of voice adjuncts; including Avaya AES, Call Management System, and Modular Messaging

Experience with call center application and functionality including vector, VDN and DNIS routing design

Understanding voice and contact center operations, testing and validation

Trunking, including ISDN and SIP-based services

Practical experience of solution deployments involving contact center solutions including Cisco ICM, Aspect Dialers, and IVR

Experience with Genesys ACD, contact center, and Omni channel a plus.

Current Key Responsibilities

· Provide Call Center project management activities for Non-WFM supported call centers in NAM.

· Meet with Non-Workforce Managed business groups to gather Call Center requirements.

· Review and perform any pre-discovery work.

· Determine how calls will be delivered – DID, TFN, Network IVR or internal transfer.

· Determine call treatment – time of day / holidays / staffed agents / meetings / emergencies / expected wait time status, etc. and what is to occur for each scenario.

· Engage IVR or ICM team if required with a SOW.

· Define and order new route plans for existing toll-free numbers.

· Order additional toll-free numbers if required. .

· Submit resporg orders for any carrier changes required and manage any related activities.

· Work with the business units to complete migration matrix including workstations, agents, UMs and CMS requirements.

· Design call center routing in the required format and submit to GVO for review and approval.

· Schedule and assign a GVO resource for building ACD requirements in appropriate cores.

· Establish ongoing meetings with business to review / discuss project progress and any changes that need to be made.

· Update CMS dictionary with Agent names and assign skills to Non-WFM agent IDs.

· Validate in PBX and CMS all requirements have been completed by GVO.

· Provide station and agent ID information to NICE administration to ensure proper recording.

· Provide CDR group with new stations and logins to be updated in the billing system.

· Develop comprehensive test plan and perform UAT with the business, requesting GVO to make any changes prior to implementation.

· Coordinate toll free and DID routing changes with vendors and GVO.

· Provide open-line support during actual implementation.

· Follow up with business for any possible Day Two issues and address if necessary.

· Upload all project documentation to SharePoint project folders.

· Receive business approval after implementation and complete project closure tasks.

· Maintain CCVIC station, DID and Non-WFM agent logins on master inventory spreadsheet to avoid duplication of numbers and to ensure numbers are assigned according to site location and business.

· Document and track capacities on all CCVIC hubs weekly.

· Document and monitor IC traffic weekly on all CCVIC hubs.

All your information will be kept confidential according t o EEO guidelines.