Sr Developer - Avaya

Posted 10 January 2022
LocationTulsa
Job type Contract
DisciplineIT
Reference7025

Job Description

Sr Developer - Avaya

Location: Tulsa, OK

Description

  • Complete complex software development assignments, including integration between multiple applications, from documented technical requirements and design specifications.

  • Create unit test and system integration test cases/plans and execute unit testing and integration testing to ensure software quality and that business requirements are met.

  • Provide technical leadership and mentoring to other team members.

  • The ideal candidate will lead the Avaya IVR software development lifecycle for custom-developed applications, including software design, development, testing, deployment, and maintenance tasks.

  • Support and maintain Avaya Voice application software and 3rd party solutions for the Customer Service organization and resolves complex application issues as they arise.

  • Avaya Experience Portal Rel 7+ – Administrator menu/prompt/routing/Holiday scheduling changes, API/Web integrations, backups, and reports. Design, develop and implement new streamlined call flows working with Applications Developers and the voice team.

  • Troubleshoot application when necessary. Avaya POM Rel 7+ – Gather requirements from the Business, design, and test new voice and SMS campaigns.

  • Core Application administration to include upgrades, troubleshooting, testing, and reporting.

  • Work with the Business to monitor and throttling as necessary.

  • Avaya Call Back Assist 4+ – Administrator and troubleshoot core application.

  • Modify menus, prompts, routing, and Holiday scheduling changes as directed. Avaya CMS Rel 18+ – Administrator and troubleshoot core and client application.

  • Adding Agents, Supervisors, Skills and VDN profiles. Verify application backups.

  • CTI – Administrator and troubleshoot agent profile, phone/workstation device and application.

  • Actively participate in Customer Service initiatives by engaging in initial discussions, understanding requirements, providing recommendations, and assist in plan development.

  • Monitor and resolve any Customer reported issues and requests through the Service-Now ticketing system

  • Communicate any service affecting outage to leadership and work with internal IT and Vendors to resolve 3rd party Application/Vendor support – Configure, manage, and provide support for application related issues.

  • Oversee vendor application patching and major release installations.

  • Current supported 3rd party applications are Community (Workforce Management), Incontact (Call recording and speech analytics), Verint (Knowledge Management System), Cyara (Real-time IVR monitor), ICX (Credit and Collections Auto dialer) 


Requirements

  • Thorough understanding and hands-on experience with Avaya AEP, POM, Breeze, CBA, CTI, CMS and Survey

  • Demonstrate the ability to troubleshoot and remediate issues within the Avaya voice solution **Experience in building Interactive Voice Response (IVR) Applications using Voice XML - Required

  • Leverage Project Management methodology to deliver projects on time and on budget

  • Experience in Eclipse 4 Tomcat - Required

  • Experience in relational databases including Oracle and MS SQL Server - Required

  • Web Service Integration - Required

  • Proficient in analyzing requirements and transform into Voice User Interface (VUI) design - Preferred

  • Have in-dept knowledge of open architectures including VXML, CCXML, and GRXML- Preferred

  • Working knowledge of middleware concepts including messaging, EAI patterns, SOA, and B2B/A2A integration

  • Working knowledge of telephone protocols (H.323, VOIP and SIP)

  • Work with 3rd party Vendors to resolve identified issues, support upgrades and configurations changes, and maintain Customer Service supported voice applications

  • Knowledge in Nuance TTS Engine – Text to Speech Engine in the IVR - Preferred

  • Experience interacting, advising and communicating effectively

  • Experience developing information and making presentations.

  • Demonstrated ability to read and write fluently in English.

  • Provide legendary Customer Service skills

  • Must have a minimum 5 years of practical Avaya voice application experience Spanish Bilingual - Preferred