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Avaya Contact Centre Engineer

Bank of America Corporation
London, United Kingdom
Closing date
Jan 11, 2023

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Job Description:
Job Title: Avaya Contact Centre Engineer
Corporate Title: Vice President
Location: Chester and Bromley

About the Role: Everyday Bank of America associates rely on infrastructure, applications and solutions, solutioned and engineered by the Real Time Communications team to do their best work and serve our customers globally. As a team, we have a responsibility to them to provide a first-class service and we also have a responsibility to continuously improve.
For this reason, I am looking for a visionary and an innovator who is passionate about end user experience and "what's next". The successful candidate will be a member of my team and join a group of people dedicated to bringing new technology to life at the bank, modernising our tools and creating reliable, predictable experiences that make Bank of America a great place to work. For me, the most important attribute this person will have is the ability to see things through the eye of the user and put that at the forefront of everything they create.
I hope you see below, a description of a type of person who will be successful on this team rather than a long list of must haves. If you see yourself, please apply.

About you:
You will be a solutions engineer who is responsible for designing and implementing solutions in the Avaya Contact Centre space and Cisco Unified Communications Manager platforms. You will operate with a growth mindset, helping drive transformation and change, aligned with line of business goals. You will drive innovation, eliminate non-permitted technology, and improve operational excellence by solutioning and delivering modern end user solutions that creates consistent reliable experiences for our associates.

  • Ability to set expectations with business partners
  • Have and maintain credibility with the business community
  • Demonstrate business acumen and function disciplines
  • Accepting ownership and accountability

Roles & Responsibilities:
You will be part of the EMEA RTC Voice Engineering team responsible for a range of activities including solutioning, designing and deploying Avaya Contact Centre and Enterprise Voice solutions that solve problems, create business value, easy and simple to use and that customers love. The focus is on modern infrastructure, applications, collaboration tools and end user devices with the primary focus on innovation, delivering something new, platform stability, never down, elimination of non-permitted technology, identifying and solving risk items.
  • Designing, implementing and turn over to production medium to large sized projects in the Avaya Contact Centre and Cisco Enterprise Voice space.
  • Based on architectural blueprints create high level and low level designs and test plans
  • Experience in configuring ACDs and designing call flows and skills-based routing for large call centers.
  • Software/hardware platform upgrades and dealing with carriers around DDI presentation, call routing and dial plans
  • Gathering requirements from the line of business by engaging with them in a meaningful way.
  • Lab certification of new Avaya server hard and software versions.
  • Reviewing vendor financial proposals and ensuring value for money against the scope and complexity of work involved.
  • Change management, application governance and risk governance.
  • EMEA branch office design, buildout, and office moves, including product selection, installation, and testing.
  • Moves, migrations, installations, upgrades on large platforms.
  • Project design and delivery of IT hardware, software and network infrastructure across Avaya and Cisco Call Manager platforms in high availability configurations.
  • Hands-on configuration and installation of telephony servers, voice gateways, contact centre applications and new phone models.

Must Have Experience:
  • You will have several years' experience working as a solutions engineer in the Avaya Contact Centre and Cisco Enterprise Voice space with a focus on end user experience and innovation
  • Also, several years of experience implementing line of business initiatives and projects, based on management objectives

Experience that will make this job easier to learn and do:
  • Experience and knowledge in Data Network (LAN/WAN)
  • Data driven analytics and Splunk integration
  • Carrier SIP implementations and SBC management
  • Nice voice recording and integrations
  • Knowledge of SIP integration with Avaya Session Manager.
  • Strong presentation skills and be able to communicate at the right level of details
  • Familiarity with EXSI platforms, hardware installation VMware and Avaya application server design in a high availability configuration.

To be successful in this role, you will need to be already able to do most of these things...
  • Develop program timelines from an engineering an implementation point of view.
  • Partner with operational teams to ensure effective business transformation for all initiatives
  • Have experience with change management processes, procedures, and governance.
  • Maintain constant awareness of how your solutions and deployments may indirectly affect other technology support groups of Lines of Business.
  • Receive work requests from different channels and stakeholders whilst being able to effectively prioritise and manage your workload.
  • Have detailed experience with Avaya AURA, CMS, AES, G650, G450, CUCM 12.5.
  • Experience in configuring ACDs and designing call flows and skills-based routing for large call centers.
  • Be able to execute tasks with good quality assurance and risk controls.
  • Display a strong sense of ownership and urgency and take responsibility
  • Direct and communicate with leadership on status of programs and open issues.
  • Partner with line of business leadership to plan new initiatives and evaluate proposals.
  • Think strategically by identifying business opportunities and the best-suited solution for a LOB function's requirements.
  • Be creative and innovative with regards to your knowledge and awareness of industry trends as they relate to new opportunities and business needs
  • Develop ROM/SOW quotes for projects for equipment placement, licensing
  • Interpret data to analyse and understand customer behaviour, make correlations to other dependencies, events, and performance
  • Assist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cost estimates and equipment placement requests.
  • Be able to work on multiple complex platforms, including both legacy and new platforms
  • Untangle complex problems into simple narratives, using PowerPoint skills and work across multiple teams.
  • Flexibility to occasionally align working shift to accommodate other time zones

To fit in on the team, y ou will be this kind of person:
  • Be a positive, enthusiastic engineer who genuinely loves designing, solutioning and solving problems
  • Can listen, build credibility with stakeholders, leaders and functional teams
  • Have energy, focus, assertiveness and diplomacy
  • Can take a calm, pragmatic approach to problem solving whilst maintaining the ability to identify the moments when immediate or urgent action is required without being in 'urgent mode' continuously.
  • Be able to influence others, using interpersonal skills rather than positional power
  • Knowing when to push an agenda and when to let a situation develop, rest, or advance
  • Strong communication skills in writing, speaking, and presenting

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It's important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

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