Sr. Avaya Voice Developer
GDH

 

GDH Consulting has an enterprise partner that is completing an Avaya Voice Application migration and needing a senior developer to assist in the project.  This is a remote work opportunity but will require training on site in Tulsa or OKC. 

 

As a Senior Developer - Avaya Voice Application, you will:

·       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)

·       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