Customer Solutions Design Practitioner

City of London
Job Type:
Enterprise Applications
Job reference:
about 1 month ago

Customer Solutions Design Practitioner

6 months

London/Brimingham/Manchester/Leeds or Newcastle - hybrid

Active SC security clearance required

Role overview:

We are looking for an individual with relevant expertise and hands-on, coupled with business acumen, and passion for continued knowledge acquisition and growth in the field of Avaya Contact Centre Solution.

As a team we provide services for UK and multi-national customers, supporting them in utilising the enterprise and cloud based technologies to maximise business performance and provide excellent customer experience.


  • Lead and produce the Avaya LLD Checklist, working with SOLA, Network, Cisco- Designers, for Victim Support, Police National Computer (PNC) and Vehicle Unit.
  • Highlight and advise on Avaya risks, issues.
  • Work with Avaya squad to cover the Avaya solution, infrastructure, call flows and migration strategy, SIP Trunk/Porting for Go-Live.
  • Attend weekly 3 x Contact Centre Design and Project calls and workshops to meet lead-times.
  • Cover Avaya testing requirements in production environment for the 3 x Contact Centres
  • Avaya Network build for Victim Support, PNC and VU, and lead on the Avaya network build in terms of hardware, SIPs, routing, configuration,
  • Attend any customer calls as required leading up to Testing, UAT pre-Go-Live
  • Cover any Avaya input needed for Security, SAB, AIS handover to Ops.
  • Avaya input into any runbooks, work instructions.
  • Troubleshoot on Avaya issues in testing, build and migration/deployment / Go-Live

Skills required:

  • Avaya AACC and Elite Implementation and Call flow design
  • Core Avaya Aura to include Communication Manager, System manager, Session manager, AES/CTI Integration, Media Servers, Media Gateways
  • Avaya Breeze, including IX Workplace Attendant
  • Comprehensive understanding of resiliency and redundancy
  • Avaya SIP/SBC
  • Call recording Integration
  • Certified to ACIS and ACSS in Core and AACC preferable
  • SIP/H323 endpoints

Interested candidates should submit their CV in the first instance!

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