Responsible for the physical delivery and ongoing support of products/services, applications, network systems and overall solutions. Performs tasks including, but not limited to, systems software upgrades, workstation setups and server configurations. Maintains software and hardware inventories. Provides operational support and analysis for the organizations information systems and peripheral equipment, such as servers, desktops, printers and storage devices. Performs recovery procedures, scheduling and backups, and monitors batch processes.
Work with customers, application developers, architects, project management and team members to understand business requirements that drive the analysis and design of quality business solutions. Utilize and participate in the full system development life cycle, per current company standards.
Provide assistance and/or leads application development project deliverables -- e.g. requirements, use cases, user stories, user interface design, testing cases, testing outcomes, approvals, and training materials. Obtain appropriate level of signoff as appropriate after each sprint.
Responsible for verification that the delivered requirements meet the customer needs based on the specifications, ensuring minimal defects in both UAT and production. Accountable for identification, documentation, and escalation of risks, defects and issues throughout the project lifecycle. Responsible for assisting in the resolution of risks, defects and issues. Provides production support via defect fixes, CRs or any other related. Accountable to provide project status back to the appropriate Management group or customer, staff involved in release activities and/or various PMO groups.
Collaborate with customers, business analysts, partners, and IT team members to understand business requirements that drive the analysis and design of quality technical solutions. Concentrate on providing innovative solutions to business needs.
Accountable to provide required technical support, including release implementations, on-call and 24x7 support when necessary. The ability to work in a dynamic, and sometimes, stressful environment with complete focus on client and customer services. A high level of professionalism and confidentiality is a must.
Assure compliance to all Company IT standards, policies and procedures.
Effectively communicate with team members, customers, partners and management, including assisting with or conducting technical walkthroughs, reporting project status, enabling vendor solutions and providing accurate and concise documentation.
Other duties as assigned or requested.
Knowledge, Skills and Abilities:
Proficiency with Avaya Contact Center in a SIP enabled contact center.
Experience using maintenance tools and software loads to determine and correct equipment failures.
Ability to develop and present forecasting for call volume and staffing projections, analyze call volume and call handling trends to identify seasonal and other potential impacts and monitor real time call volume within operations.
Recognize process and/or organizational inefficiencies and provide possible solutions to call center management.
Outgoing personality that fosters effective one-on-one communication with call center users and advocacy of call center services with the goal of increasing call center use.
Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
Excellent communication skills and interpersonal skills.
Ability to express ideas in clear and concise manner.
Ability to problem-solve and to think tactically and identify significant success factors.
OpenArc is a highly personable and professional IT consulting and staff augmentation organization dedicated to helping clients understand their technology strategy around infrastructure, software and technical talent placement and recruiting services
OpenArc's talent placement and consulting division occupies a singular space in the IT industry, combining deep technology expertise with an unmat...ched attention to companies and candidates in order to secure the best fit of both position and culture. As with all OpenArc services and solutions, we take pride in relationships both building and built.