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Must Haves:

Avaya Call RoutingVoice InfrastructureBMC Remedy

Key Responsibilities:

Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementationAnalyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTCOperational Excellence strategic initiatives focused on driving a culture of continuous improvementsAccountable for oversight of technical, process, and service deliverables against different risk programsResponsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park locationDesign service management improvement plans and automate tasks to improve services and reduce issuesExpected to proactively identify opportunities to improve manual processesAccountable for inventory service management processes and improvementsCreate methodology to drive adoption and ongoing use of a new service offeringEngagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objectiveEnable the use of data to drive operational efficiency and effectivenessTechnical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication’s hardwareExperience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologiesKnowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.Technical writer with voice and video platform support/engineering expertiseCollaborate with system engineers/architects to understand and clearly document problem management ticketsExperience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementationExperience in an Agile managed organization using products such as Jira, Kanban, and ConfluenceStrong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detailSelf-motivated with ability to prioritize, meet deadlines, and manage changing prioritiesExperience with business and technical requirements analysis and business workflow developmentPartner with department functional teams on the creation and management of SLAs specific to platform serviceabilityAssist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.Ability to interact effectively with all levels of customers and leadershipAbility to handle multiple tasks simultaneously and respond under pressureInterprets diverse requirements into technical Real Time Communications (RTC) solutions frameworkExcellent organizational, time and project management skills; able to effectively manage multiple work streams Strong written and verbal communication skills Ensure the stability of environment through lifecycle managementStrong knowledge of BMC Remedy ITSM and Service NowExperience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependenciesUnderstanding of SQL and writing SQL queries to validate dataUnderstanding of analysis and project management disciplines, processes, and toolsExperience in monitoring and managing issues, risks and dependenciesStrong reporting skills with a proven ability to manage multiple stakeholders