Sr. Customer Experience Manager - TS / SCI Required with a Full Scope Poly - Onsite Fairfax
Date : Jul 29, 2024
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
Location : Fairfax, VA, US
Requisition ID : 36444
About Avaya
Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp.
Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits.
Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes.
Together, we are committed to help grow your business by delivering #Experiences that Matter.
Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services.
We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers.
Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.
We’re focused on Innovation without Disruption, removing barriers, and placing our customers' best interests at the forefront of everything we do.
The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.
We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us.
We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
This is not a union / represented role.
Must be a United States citizen holding Top Secret Clearance with full scope polygraph. This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area.
Please note the Avaya competencies that are required and be sure they are included on your resume before submission.
Responsibilities
- Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new Avaya products to enhance their telecommunication posture.
- Monitor, manage, and maintain voice call flow traffic across more than 300 TDM-PRI / H.323 / SIP trunk groups connecting to Avaya products as well as other telecommunication platforms.
- Migrate call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR / ARS Analysis / Conversion tables and Route Patterns.
- Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of Avaya and non-Avaya servers.
- Manage dozens of non-person accounts in hundreds of Avaya and non-Avaya servers that perform automated functions for the customer.
- Work with the customer's O&M Team and various other organizations to troubleshoot and maintain reliable talk paths between voice networks.
- Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc.) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
- Respond to requests from O&M technicians or voice engineers for assistance on performing administrative tasks and conducting troubleshooting actions.
- Train newer voice engineers on how to perform most of the tasks listed above.
ABOUT YOU
- Experience working with Avaya CM implementation and service-related work
- Experience working in the support field and direct customer interactions
- Strong technical knowledge and experience with Avaya’s product portfolio
- Technical working knowledge and experience with Communication Manager, Session and System Manager
- Technical working knowledge and experience with Session Initiation Protocol
- Knowledge and experience with Avaya’s Contact Center portfolio
- Strong personal computer and business solution software skills in application administration, design and architecture
- Strong analytical and problem-solving skills for design, coordination and testing of applications
- Leadership skills to guide and mentor the work of less experienced personnel
- Good communication skills to communicate with customers, support personnel, and management
- Ability to work in a team environment
- High tolerance for stressful situations
- Bachelor’s degree or equivalent years of experience
- Professional certification / s required
- Must also have at least 5 years of professional experience in the related field
COMPENSATION
The pay range for this opportunity is from $129,000 to $174,150 + performance related bonus + benefits. This range represents the anticipated low and high end of the salary for this position.
This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.
Experience
5 - 8 Years of Experience
EducationFooter
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya.
All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic.
In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location.
This job brief / description is subject to change. Nothing in this job description restricts Avaya's right to alter the duties and responsibilities of this position at any time for any reason.
You may also review the Avaya Global Privacy Policy (accessible at https : / / www.avaya.com / en / privacy / policy / ) and applicable Privacy Statement relevant to this job posting (accessible at https : / / www.
avaya.com / en / documents / info-applicants.pdf). #LI-LD1
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