Avaya Administrator

29 Nov 2024

Vacancy expired!

Avaya Administrator

Remote till Covid

NYC, NY

FULLTIME

Job Description/Responsibilities :
  • Responsible for performing Daily MAC (Moves, Adds and Changes) for busy FIVE9 call center including but not limited to basic IVR programming, Routing development and changes, Skilling and Onboarding of new agents.
  • Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners. Continually assess skill level and provide intervention assistance.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Adherence to customer security and compliance requirements.
  • Implementation of approved change requests in line with customer change management process.
  • Responsible for incident life cycle following ITIL / BIC framework as applicable. Adherence to customer communication etiquette.
  • Ensure stated productivity requirements are met for the engagement Project/Process.
  • Review CSAT feedback and ensure timely implementation of corrective actions Log and triage incidents. Coordinate with resolver groups vendors/carriers.
  • Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3). Provide inputs to FAQ database / KR / contribute towards updating knowledge articles. Contribution to continuous service improvement plans (CSI).
  • Responsible for performing Daily MAC (Moves, Adds and Changes) for busy FIVE9 call center including but not limited to basic IVR programming, Routing development and changes, Skilling and Onboarding of new agents.
  • Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners. Continually assess skill level and provide intervention assistance. Contribute to and participate proactively in knowledge sharing sessions.

  • ID: #23614793
  • State: New York New york city 10001 New york city USA
  • City: New york city
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2021-11-29
  • Deadline: 2022-01-27
  • Category: Et cetera