GENERAL SUMMARY
This is a senior level telecommunications engineering position. Responsible for engineering and/or analytical tasks and activities associated with areas within the telecommunications function with a primary and high focus on Contact Center design, support and applications. (e.g., PBX, voice mail and contact center solutions design, engineering, implementation, diagnostics or operations/user support). Monitors the operation of telecom network solutions (e.g. Avaya CMS, Avaya Voice Portal, Call Back Assist and Contact Analyzer) . Performs complex tasks relating to telecom network operations, installation, and/or maintenance for local, offsite and/or remote locations.
ESSENTIAL RESPONSIBILITIES
- Performs configuration, deployment, testing, maintenance, monitoring and trouble-shooting of telecommunications solution components to provide a secure, high performance environment.
- Provides quality assurance and testing of transmission mediums, infrastructure components, and advance toll free number routing
- Serves as technical specialist/lead on a functional basis, for the resolution of complex network problems.
- Participates in telecommunications planning and provides input on the selection of hardware, systems, and utilities. Recommends telecommunications policy changes consistent with corporate objectives.
- Monitors performance and reliability of existing systems. Develops and monitors standards and quality assurance processes.
- Works on advanced projects related to the design and development of voice solutions including PBX, voice mail, IVR, Session Managers, Session Border Controllers, and other contact center solutions. Plans projects, establishes timelines and completes cost analysis, including vendor comparisons.
- Determines and designs the flow of all SIP circuits and call flows for the contact centers. Keeps an organized and accurate record of all network regions, dial plans, advance toll free number routing and associated numbering schemes.
- Designs and implements converged technologies including, but not limited to IP Telephony, VoIP, Unified Messaging, SIP, CTI and developing technologies.
- Works with business partners to determine new technologies and designs appropriate for the company. Work with and escalate issues to maintenance vendors as appropriate.
- Performs other duties as required.
Qualifications:
JOB SPECIFICATIONS
- Bachelor’s degree or equivalent experience.
- Previous (10+ years) experience in all phases of Contact Center design and support operations.
- Requires broad knowledge of the Avaya Communication Manager software programming skills that includes Network Regions, Tentants, ARS tables and routing. dial plans, call flow architecture to include SIP IPCC and IPT networks.
- Possesses high degree knowledge of software programming of the Avaya Communication Manager and Session Managers in support of the company's contact centers.
- Must be able to design and program complex VDNs and vectors
- Must be able program and test all levels of intelligent call routing via the Session Managers
- Must possess knowledge of Verizon TFNM advance call routing application
- Knowledge of Avaya Call Management System including designer report functions
- Knowledge of Avaya Voice Portal, Call back assist and Contact Analyzer preferred.
- Excellent consultative and communication skills.
- Demonstrated analytical ability and judgment.
- Ability to work effectively with clients and other technical staff.
Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.
Job: Technicians
Primary Location: Downers Grove, IL, US
Other Locations: San Diego-California-United States,Scottsdale-Arizona-United States
Organization: 10800 - Coventry Management Services
Schedule: Full-time
Job Posting: 2013-01-14 00:00:00.0
Job ID: 1211932