Formativ Health

  • Avaya Engineer

    Job ID
    2018-23541
    Employment Type
    full-time
  • Overview

    As a key member of Formativ Health’s Technology team, the Avaya Engineer will oversee daily operations, administration and technical activities of Formativ’s Avaya Contact Center platform, matching complex business requirements with associated technical solutions. This experienced IT professional will serve as Formativ’s onsite telecommunications expert, liaising between Formativ’s Technology and operations teams to support optimal, efficient and cost-effective platform functioning.

    Responsibilities

    • Design and develop call flows and support applications for Avaya Contact Center Platform
    • Design, develop and manage integrations between existing corporate applications and Avaya Contact Center solutions
    • Create technical documentation for application solutions, including functional specifications, detailed design specifications and post deployment support documentation
    • Configure, integrate, test, and deploy developed Contact Center Solutions
    • Partner with corporate IT and business units to define and document all required solution functionality prior to development, during testing and deployment to ensure overall business unit satisfaction with final solution
    • Provide clear and consistent communication with Project Teams and staff; maintain application project timeline and budget
    • Collaborate with maintenance vendor account team on proposed solutions, scope of work and level of effort definition for operational support and projects
    • Provide resolution advice to business units
    • Select, develop, manage and evaluate direct reports; ensure that performance appraisals are completed in a timely fashion
    • Stay current on new technologies and industry trends
    • Manage telecommunications vendors and providers to ensure effective service delivery and service level agreement compliance, and manage escalations
    • Review service and project contracts for technical accuracy and completeness
    • Coordinate ongoing telephony disaster recovery/business continuity planning and exercises
    • Manage 24x7 availability of all telecommunications systems
    • Performs related duties, as needed

    Qualifications

    • Bachelor’s Degree in Computer Science or related technical field required
    • 5+ years in a progressively responsible Avaya administration contact center environment
    • Avaya Contact Center Certification 
    • Experience administering AVAYA Contact Center, Communication Manager, AVAYA Contact Center Expert Agent Selection (EAS), Agent Desktop, Call Management System (CMS) and CMS Supervisor, AES, WFO Suite of Call Recording

    Preferred Skills

    • Expert level knowledge and experience with deploying and supporting Avaya Elite Multi-channel, Portal with POM, and other Avaya advanced applications, preferred

    About Formativ Health

    At Formativ Health we believe in empowering physicians to focus on patient care. Through our partnership, hospitals and health systems are able to improve efficiency, increase revenue, and better focus on the health and satisfaction of the patients they treat.

    Formativ is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.

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