Description

You will own the technical implementation, development, and L3 troubleshooting of Avaya call center products and telephony systems.

Responsibilities

• Develop configurable code for new features, browser-based applications, and operational enhancements.
• Implement project designs and debug existing code to support core voice projects.
• Perform L3 troubleshooting across the full technical stack for call center operations.
• Execute automation scripts and conduct log analysis in collaboration with backbone engineers.
• Liaise with vendors and technical teams to implement high-availability tech stacks and test resiliency.

Required Skills

• 4-5 years of experience in the Telco industry or working with Call Centre platforms.
• Hands-on development experience with VoiceXML, Java, JavaScript, and JSP.
• Deep technical knowledge of Avaya products including IVR, POM, WFO, AEP, Gateway, Aura 8.X, and Oceana.
• Expertise in telephony systems such as ACD, IVR/VRU, call routing, SIP trunks, and SBC.
• Proficiency with Linux, Windows, VMware, and Database environments.
• Strong understanding of JSON and Struts.
• Knowledge of cloud subscription services including AWS and Azure.
• Experience with Genesys Ecosystem components like Management Framework, Routing, E-Services, and IWD.
• Ability to implement coding standards for security, unit testing, and documentation.

Preferred Skills

• Experience supporting call centers with 800+ agents or within financial services.
• Bachelor’s degree in Computer Science or Information Systems.

Key Skills

Education

Bachelor’s degree in computer science, information systems