Career Opportunites
Call Center Consultant
Date Posted: February 08, 2010
Location: Virtual Office
Job Description:
The Call Center Consultant will travel to our Clients sites and interact with them in a consultative role regarding call center strategy and best practices.
In addition to consulting on site with the clients the Call Center Consultant will be responsible for gathering relevant data from the clients in order to create, design, and implement the following:
- Vectors
- Skills/Hunt Groups
- Agents
- Announcements
- VDNs
- Vector Routing Tables
- Vector Variables
- VDN Variables
- Call Flow documentation and flow charts
The Call Center Specialist must also be able to conduct effective training on the following products:
- Avaya Communication Manager Call Center Elite ACD software suite
- Avaya Call Management System (CMS) and CMS Supervisor
- Avaya IP Agent
- Avaya Basic Call Management Reporting Desktop (BCMR)
Essential Skills and Qualifications:
- 4-year degree preferred.
- At least 2-3 years of experience implementing and programming Avaya Call Center features
- At least 2-3 years of experience as a customer either in a call center administration or operations role
- Experience training administrators and end users on Avaya CMS Supervisor, BCMR, and Avaya Call Center Elite ACD Software. CCE experience strongly desired, but not required.
- Strong verbal and written communication skills, excellent listening skills, positive attitude, professional appearance, well organized, dependable , possess strong industry knowledge
- Willingness to TRAVEL UP TO 80% OF THE TIME throughout the United States as needed IS CRITICAL.
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