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.
Accountabilities:
- 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!
