Avaya Contact Center Platform Engineer at Edward D. Jones in St Louis, Missouri

Job Description:

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.

In 2022, Edward Jones invested $1 billion in technology infrastructure, digital initiatives, and virtual business enablement tools. We are currently in the test-and-learn phase and are looking for talented, motivated professionals, which want to be part of this transformational journey. Cloud-based architecture and modern technical capabilities will enable us to grow our impact while providing the best client experience possible.

You may be surprised to know that Edward Jones employs thousands of technical resources - all focused on creating world-class experiences for our clients and branch offices. If you have considered Edward Jones in the past, it is time to take another look. We are embracing a modern, cloud-based architecture and are looking for exceptional individuals that want to be a part of that future.

 

What You'll Do:

 

As a Senior Avaya Contact Center Platform Engineer at Edward Jones, you will be joining a diverse and highly collaborative team fully staffed with all the essential roles necessary to make up a highly functioning team. Together we form the firm's Voice Services Contact center and support Platforms that allow the firm's employees to interact with each other no matter what part of the country in which they are located. We are hoping that you will want to join the team and could work with any one of the following areas:

 

• Monitor assigned telecommunication systems to identify necessary upgrades, and enhancements while simultaneously implementing upgrades and patching telephony by conferring with vendors, developing, testing, evaluating, and installing enhancements.


• Identify and lead vulnerability remediations


• Develop test and implementation procedures for call center changes and new builds.


• Stay abreast of the latest best practices by participating in educational opportunities through publications, networking, and professional organizations.


• Provide guidance, training, and mentorship to other employees through leadership and firsthand experience.


• Provide system support, including on-call rotation, troubleshooting, and resolving complex system issues

• 5+ years' experience in of experience with the following Telephony Platforms:
  
  
  • Avaya (Communications Manager, Expérience Portal, Contact Center Elite, CMS)
  
  
  • Verint - Call Recording and Work Force Management
  
  
  • Mindful – Callbacks Application
  
  
  • CTI Integration
  
  
  • Contact Center Product Knowledge of other platforms (Genesys Cloud, Zoom Contact Center)
  
  
  
  


• Familiarity with Microsoft and Linux system administration.

What Could Set You Apart:

• API Integration experience


• Strong troubleshooting and debugging skills


• Knowledge of basic shell scripting