AVAYA Contact Center Solutions Architect

Contract
Lead (more than 10 years)

Posted 

Technical Skills

  • Audit
  • Gap Analysis
  • Negotiation
  • Project Planning
  • Quality Assurance

Job Description

AVAYA Contact Center Solutions Architect

Location: Hong Kong Central

AVAYA Contact Center Solutions Architect

Global Financial Services company with regional APAC Headquarters in Hong Kong is looking for a Solutions Architect for the AVAYA Contact Center upgrade program. This position will support all projects related to the Contact Center telephony program. Candidates should have prior experience as an architect in a Contact Center environment and have deep technical understanding of Contact Center functionality. Responsibilities will include architecting call center designing and drive the implementation of Contact Center solutions which meet the strategic needs of the business. 

The candidate will also need to coordinate with the individual business unit leads to ensure solution will satisfy their strategic going-forward requirements. The role of the solution architect within the organization is to understand the business needs and develop solutions based on Contact Center technology to satisfy those needs.

Key Job Accountabilities

  • Conduct internal client assessments which includes as-is, to-be, gap analysis phased technology plans, project plans and audit documentation
  • Act as a technology partner between the Contact Center Business Leadership and Technology teams to aid in planning, coordinating and directing the delivery of highly complex business solutions to meet the Contact Center needs.
  • Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers
  • Be capable of driving large contact center projects from an architecture and design perspective including:
  • Collaborates, negotiates, and influences technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions

 Basic Qualifications

  • Minimum 10 years’ experience in IT related role
  • Minimum 7 years’ experience with Contact Center technologies
  • Minimum 3 years’ experience in an architectural role, leading projects with full accountability

 Preferred Qualifications

  • Bachelor’s degree in IT related field
  • Demonstrable industry leading knowledge across the Contact Center domain and leading-edge thinking in the arena of Omni-channel contact solutions.
  • Experience is necessary in Contact Center products including:
  • Multi-media Contact Center (audio/video, chat, SMS, Web)
  • Avaya Call Center Elite
  • Avaya Experience Portal
  • Avaya Aura Application Enablement Services
  • Integration with Avaya UC solutions: Aura Session Manager, System Manager, Communication Manager
  • Interactive Voice Recognition (IVR)
  • Agent on the Web
  • Aspect UIP Outbound Dialer
  • Verint Voice / Screen recording

Employment TypeContract
Career LevelLead (more than 10 years)
Education LevelBachelor
LanguageEnglish
TEKsystemsHuman Resources and Recruitment

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