Avaya Contact Center SME (MD, Bethesda) at Eagle Harbor Solutions in Bethesda, Maryland

Job Description:

Description

Eagle Harbor Solutions (EHS), a Koniag Government Services company, is looking for a highly qualified, experienced and self-motivated individual to perform the duties of Avaya Contact Center SME to support EHS and our government customer in Bethesda, MD.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

This resource is a highly-skilled individual capable of operation and administration of the Avaya Contact Center portfolio, including CMS, Call Center Elite, and WFO. The Call Center Specialist will hold current certifications on the Avaya contact center products. They will be responsible for assisting the customer with daily administration of the systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* System Administration

* Assist the customer with establishing and adjusting skills-based routing vectors

* Assist the customer with customized report creation and generation

* Provide consultative services on industry best practices for contact center technology

* Perform system programming additions and changes for agents and supervisors

* Assist the customer with the use of Workforce Optimization to perform scheduling and management

* Assist with the management and administration of call recordings made through WFO

* Analyze routing and applications to verify proper call handling

* Report on system performance metrics

Position Requirements

KNOWLEDGE, SKILLS AND ABILITIES

* BA/BS Degree or MBA

* Minimum 10 years of experience with Avaya contact center.

* Certifications on Avaya CC Elite, CMS. and Avaya WFO required

* Excellent communication skills (oral and written).

* Ability to comfortably interact with customer and peers to perform required job functions

* Ability to work under pressure, handle a variety of work assignments at the same time, prioritize work and be held fully responsible for decisions.

* Ability to analyze information, make recommendations, and develop reports and presentations.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

Travel Requirements

Security Clearance Secret

About our Company

Eagle Harbor Solutions LLC, an 8(a) certified company, is a wholly owned subsidiary of Koniag, Inc., an Alaska Native Regional Corporation and part of the Koniag Government Services Sector. EHS provides a range of professional services for cyber intelligence and information technologies capabilities to the Federal Government, Civilian, and commercial markets to further the nation's national security and civilian service missions. Eagle Harbor addresses some of our country's most pressing challenges in the areas of Cyber Intelligence, Business Analysis, Emergency Preparedness and Contingency Planning.

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