- Extensive programming experience on Avaya ACM, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation

- Excellent customer service skills including reporting, organization, written and oral communication and task prioritization

- Experience in program communication and program management

- Communication skills a must, PowerPoint, Visio, structured program updates

- Must be highly motivated and a self-directed individual

- Strong hands-on knowledge of Avaya Session Manager, Avaya IVR

- Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis

- Knowledge of CTI, LAN/WAN communications and VXML knowledge

- Experience with configuration and support experience in a complex multi-layered network environment

- Participate in cross-functional teams and ability to work effectively in a geographically dispersed team

- Experience working under tight deadlines and high-pressure environment

- Excellent troubleshooting and analytical skills

Essential Skills :

- Candidate should have Operational experience in the following areas - IVR (Interactive Voice Response) and (CTI computer-telephone integration)

- Proficient in VXML - Voice eXtensible Markup Language

- Call center domain Knowledge

- Java proficiency

- Database- Cloud AWS Knowledge

- Open shift preferable