Home Based |
Competitive Home Based role with Regular Travel
The Implementation Consultant will be responsible for the succesful delivery of Avaya Oceana solutions to the company’s client base. As well as carrying out essential business analysis across all Avaya Oceana related communication channels, the Implementation Consultant will manage the entire life cycle of the Avaya Analytics reporting portfolio. The successful Candidate will have significant knowledge and hands on experience of working with Avaya products such as Aura, Oceana and / or Analytics.
Responsibilities & Requirements
Responsible for the successful end to end delivery of Avaya Oceana solutions to customers.
Carry out full business analysis and design across all communication channels related to Avaya Oceana (or equivalent) omnichannel solutions.
Create and manage the sign off of solution design specs.
Configuration of Avaya omnichannel solutions in accordance with design plans and documents.
Manage the full lifecycle of Avaya Analytics reporting portfolio from design to implementation.
Develop and carry out comprehensive solution testing.
Provide high standard support to the company’s customers both remotely and on site.
Prepare and deliver comprehensive technical training to the company’s customers on the delivered solutions.
Provide hands on support and technical expertise to customers throughout the installation process to ensure smooth activation.
Carry out ad hoc responsibilities when required such as escalation management, proof of concept and / or system pre-staging.
Significant knowledge of Avaya products such as Aura, Oceana and Analytics.
Hands-on experience of design, support and deployment of Avaya products.
Proven background in design and implementation of multi / omnichannel based solutions (Avaya / Genesys or similar).
Solution troubleshooting skills and experience would be ideal.
Understanding of BI or Mi based reporting tools would be beneficial.
Good understanding of contact centre metrics with strong data analysing skills.
Familiarity with omnichannel environments.
Proven background in delivering contact centre solutions.
Excellent problem-solving and communication skills.
Strong team player with the ability to motivate others.
Previous experience of consultative business transformation.
Excellent communication and presentation skills.
Knowledge of Data Networking and SIP.
It would be beneficial to have proven experience across Avaya products such as AACC, AAEP, OD, EMC and / or AIC.
Previous experience with web development and knowledge of integration technologies would be highly advantageous.