Avaya IVR Engineer

Company: Wyndham Destinations
Location: Carmel
Posted on: December 3, 2019

Job Description:

RCI, part of the Wyndham Destinations family of companies, is seeking an Avaya IVR Engineerin Carmel, IN. The Avaya IVR Engineer is responsible for the overall design, documentation, build, schedule, test and implementation of IVR Call Flow applications and/or enhancements. The IVR Engineer works in tandem within the Telecommunication team to support the company s telephony and contact center telecommunicatio environments and infrastructures within many locations nationally and internationally as well as multi-vendor infrastructure consisting of technologies such as but not limited to; TDM and VoIP voice systems, PBX, voice mail systems, voice gateways, voice networks, telco circuits, and ancillary support systems such as e-911 and call accounting systems. Advanced knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC s, servers, switches, hubs, firewalls, DNS, DHCP and data subnets to aid in solution design is required. This position is responsible for daily operational support, project support, and system enhancements including 24x7 support and performing changes, troubleshooting and repair, managing vendor performance while maintaining high levels of system performance and availability with supporting run books and applicable end user documentation, showing adherence to operational processes and policies, solution reliability, security, and compliance using proactive monitoring through automated tools. The Avaya IVR Engineer is responsible for evaluating and addressing compliance issues, system patching, hardening, and hardware/software upgrades and break/fix activities on telecommunications equipment and systems. This individual will provide SME level voice expertise and validation to other infrastructure and IT support teams and associated projects. The Avaya IVR Engineer must maintain expert level understanding and knowledge of the company s applications, telecommunications and data system integrati and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross- project impacts. Other tasks may be assigned as required to support the overall shared services and organizational goals. This individual will be required to carry a company issued smart phone in order to provide 24/7 on-call support. a) Education Bachelor s Degree in Computer Information Systems, Telecommunications, or related technical field and/ related experience with 5+ years of experience. b) Training requirements Certification with Avaya, Cisco and/or Mitel products are preferred c) Knowledge and skills Good communicator, highly organized, sharp attention to de strong analytical skills, ability to work long hours unde pressure during system outages and implementations. d) Technical Skills Strong working knowledge of, but not limited to: Avaya Orchestration Designer or other IVR development and Voice Portal. Avaya IVR, VXML, XML, SQL REST/SOAP Integration (Need to support the new screen utilizes a RESTful Web Service) Java, JavaScript, JSP, JSF, J2EE and Grammer Experience working with Nuance, Text-to-Speech (TTS) Automated Speech Recognition ( Experience working with SalesForce (Avaya/Salesforce integration) Experience working with contact center applications a products. (Ex. Avaya CMS, Avaya one-X, e Experience with Red Hat and Apache Tomcat Technical expertise of telecommunications systems; su complex environments and infrastructures. Experience with multiple technologies such as, but not limited to Avaya Communication Manag PBX/ACD and associated adjuncts, Cisco IP Unified Communication Systems, Mitel IP and TDM PBX, Cisc and Voice Gateways, voice networks including VoIP transmission, SIP, QoS, voice mail, Telco circuits, video conferencing systems, conference calling applic ancillary support systems such as e-911 and call accounting systems. Working knowledge of Excel, Word, and Visio. Technical expertise of telecommunications systems and management of complex telecommunicati environments and infrastructures Knowledge of WAN/LAN technologies and VoIP/SIP call r technologies and protocols, inclu routers, SBC s, servers, switches, hubs, firewalls, DNS, DHCP and data subnets. Knowledge of multi-site configuration and hybrid of e IP and TDM en Demonstrated ability to perform problem isolation wit enterprise contact center and voice environ Demonstrated ability to perform coordination and prob isolation with Telcos Basic understanding and experience utilizing SIP tech and interoperability e) Job experience 5+ or more years of experience in the operation and sup complex environments. RCI is the leader in vacation exchange, offering the world s largest vacati exchange network and providing unrivaled products and services to enhance the vacation ownership experience. RCI is part of Wyndham Destinations. Wyndham Destinations believes in putting the world on vacation. Our global presence in 110 countries at more than 220 vacation ownership resorts and 4,300+ affiliated exchange properties distinguishes Wyndham Destinations as the world s largest vacation ownership and exchange company, with North America s largest professionally managed rental business. Every year 3.5 million families entrust us with their vacation dreams. As the world s largest vacation company, Wyndham Destinations provides access to unlimited possibilities to inspire your next vacation or your next career. Each yea our team of 25,000 associates delivers great vacations to millions of families as they make memories of a lifetime. Learn how you can join us on your career journey by visiting *******************************. Our world is your destination. The Company makes every effort to ensure equal employment opportunities for all individuals and abides by EEO and nondiscrimination provisions of all applicable federal, state, and local laws and regulations. If you require a reasonable accommodation to complete an application please email your request to **************** and provide the job title and location to which you are applying.

Keywords: Wyndham Destinations, Carmel , Avaya IVR Engineer, Engineering , Carmel, Indiana