JOB DESCRIPTION:
Purpose of the Position:
Provide leadership and recommendations for direction to HRC functional staff while serving as the Telephony Subject Matter Expert for HRC telephony issues, concerns and needs. Ensure problems of varying complexity are resolved to the customer's satisfaction. Participate in strategic planning, administration and management of HRC Telephony hardware and software. Ensure technical issues are resolved as needed by coordination with other HRC departments and third-party vendors. Develop and define technical service policies for Telephony software and hardware products supported.
Duties & Responsibilities:
Avaya S87XX administration.
Avaya Call Vectoring and VDN Programming.
Avaya CMS Administration.
Avaya Voice Portal, Interactive Voice Response (IVR) design, development and implementation.
Avaya Modular Messaging administration.
Avaya Application Enablement Services (AES), Computer Telephony Integration (CTI), design, development, implementation and administration.
Responsible for researching, evaluating, and recommending Telephony and Contact Center technologies to support business goals and processes.
Design, develop and implement Windows Communications Foundation (WCF) services in support of CTI and IVR applications.
Responsible for CTI and IVR requirements development, system architecting and design, to include the design and development of interfaces for integrating CTI and IVR applications with enterprise systems.
Qualifications:
Minimum Qualification
Bachelor’s Degree or equivalent in Computer Science, Engineering or Information Technology. In lieu of degree, 4 years of relevant job experience.
Must be able to obtain a DoD Secret clearance.
Preferred Qualifications: At least 5 years experience integrating CTI and IVR systems with enterprise systems.. At least 5 years experience administrating and supporting Avaya Call Center technologies (S87XX, CMS, AES, Voice Portal, etc.). At least 5 years experience developing CTI / IVR applications. At least 5 years experience using Web based development. At least 5 years experience using a major database (e.g. Oracle, SQL Server, MySQL, etc...). Experience writing SQL (select, insert, update, and delete statements). Comfortable debugging and analyzing software errors. Comfortable with object oriented analysis and design. Comfortable working with and writing HTML and XML. Excellent written and verbal communications skills.CompTIA Security + Certification Experience working with military / government customer. Java / J2EE. C#, ASP .NET. Tomcat, Apache, Websphere, IIS.