Workforce Optimization Solution Architect (SA) Consultant

Avaya   •  

Middletown, NJ

Industry: Telecommunications

  •  

5 - 7 years

Posted 38 days ago

This job is no longer available.

Ideal Candidate will have the following skill sets:

Avaya Workforce Optimization Solution Architect (SA) Consultant
The qualified candidate will provide exceptional consultative skills when working with customers to capture their business requirements and build out their Workforce Optimization system. The ideal candidate will have Contact Center skills - preferably with Avaya Aura - to provide in-depth analysis of the customer's business requirements, and provide technical recommendations to meet the customer's needs. The self-directed candidate will make major contributions to the implementation team, and contributes significantly to client satisfaction. Interfaces directly with clients and partners outside the company, as well as, other internal project team associates. Able to quickly recognize business opportunities and helps to develop them. Looked upon as a subject matter expert within areas of expertise, and/or is certified in one or more technology areas. Capable of diagnosing, evaluating, and bringing to resolution complex technical issues. Work is performed with minimal direction and reviewed by senior management.
• Typically requires 5-8 years of experience and a Bachelor's degree or equivalent experience.
• Knowledge of Contact Center required
• Deployment experience with a Workforce Optimization System
• Consultative experience in working with clients required
• Strong analytical & technical experience to identify issues and develop solutions
• Ability to interface with all levels of management and clients
• Experience with some of the Products on the Avaya Aura Workforce Optimization system
o Avaya Call Recording (ACR)
o Avaya Quality Monitoring (QM)
o Avaya Workforce Management (WFM)
o Customer Feedback
o Speech Analytics
o Desktop and Process Analytics (Pause and Resume)
o Framework installation (Release 12 or higher)
• Excellent verbal and written communication skills
• Ability to travel 50/60% per year as required when not traveling associates will be working from home virtual office

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience