Job Summary: We are seeking a highly skilled Avaya ACM Specialist with extensive experience in IVR systems, call flows, vectors, and adjunct routing. The ideal candidate will possess strong hands-on knowledge of Avaya Aura, Avaya ACM, Avaya Session Manager, and QoS configurations. This role requires exceptional troubleshooting, analytical skills, and communication capabilities to support complex multi-layered network environments and call center operations. Key Responsibilities:
Perform requirement analysis and provide technical expertise in Avaya ACM, IVR, and adjunct routing.
Develop, implement, and troubleshoot call flows, vectors, and system architecture.
Configure and support Avaya Session Manager, ensuring QoS optimization, bandwidth analysis, and jitter troubleshooting.
Collaborate with cross-functional teams in a geographically dispersed environment to deliver seamless telephony solutions.
Monitor and maintain CTI integrations, LAN/WAN communications, and VXML implementations.
Ensure optimal performance of call center infrastructure using AWS cloud solutions and OpenShift.
Provide structured program updates using PowerPoint and Visio for effective communication and stakeholder alignment.
Work under tight deadlines and high-pressure situations, demonstrating excellent problem-solving abilities.
Conduct regular reporting, prioritization, and documentation to ensure compliance and efficiency.
Required Qualifications:
Extensive experience in Avaya Aura, ACM, IVR, and Call Flows.
Proficiency in VXML, Java, and CTI integration.
Hands-on expertise in Avaya Session Manager and QoS configurations.
Experience with cloud platforms like AWS and OpenShift.
Strong knowledge of call center operations and complex network environments.
Exceptional communication skills (written & verbal) and ability to present structured reports.
Ability to work independently with self-motivation and drive.
Preferred Qualifications:
Experience in program management and communication strategies.
Familiarity with database structures in cloud environments (AWS).
Prior experience in OpenShift deployments.
Additional Information:
In-person interview required (Only local candidates will be considered).
This role requires a highly motivated and self-directed individual with the ability to handle dynamic challenges.
Numbers & Facts
Location
Las Vegas, NV
Skills
Amazon Web Services (AWS)unmatched
Analysis Skillsunmatched
Avaya Softwareunmatched
Call Center Operationsunmatched
Call Centersunmatched
Cloud Computingunmatched
Communication Skillsunmatched
Computer Telephony Integration (CTI)unmatched
Cross-Functionalunmatched
Documentationunmatched
Establish Prioritiesunmatched
Identify Issuesunmatched
Javaunmatched
Local Area Network (LAN)unmatched
Maintain Complianceunmatched
Management Strategyunmatched
Microsoft PowerPointunmatched
Microsoft Visiounmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Project/Program Managementunmatched
QoS (Quality of Service)unmatched
Requirements Managementunmatched
System Architectureunmatched
Telephonyunmatched
Testingunmatched
Time Managementunmatched
VXML (Voice Markup Language)unmatched
Voice Response Systemsunmatched
Wide Area Network (WAN)unmatched
Writing Skillsunmatched
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