CMS Administrator (Avaya CMS Admin)-Costa Rica | Axim Global
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CMS Administrator-Costa Rica

Job Title: CMS Administrator (Avaya CMS Admin)-Costa Rica

Summary

The CMS Administrator will be primarily responsible for the administration tasks associated with the newly implemented Avaya system. This includes the configuration, management and enhancement of the system. The ideal candidate will have strong experience with call systems administration, as well as prior experience in a customer service environment.

Essential Functions

  • Executes systems integration solution architecture methods for the initial engagements while mentoring AXIM INC. Advanced Services consultants and developers
  • Serves as senior technical escalation point for engagements involving AXIM INC. Advanced Services offers
  • Provides presales support in scoping services engagements for Solutions Delivery and services offers
  • Serves as Senior Solution Architect for complex AXIM INC. Systems Integration engagements

Additional Specific Duties and Responsibilities

  • Conducts Requirements Gathering Sessions and Produces Detailed Technical Designs
  • Installs and Configures Solutions per Technical Design
  • Conducts Solution Testing Prior to Customer Delivery to Certify Solution Readiness
  • Provides Solution Knowledge Transfer
  • Provides Postproduction Support
  • Ensures all project artifacts are stored in designated company storage facilitates

Required Qualifications

  • 6+ years applications development and systems integration experience
  • BSCS, BSEE or equivalent
  • In-depth knowledge and hands-on experience with the over-all system and components related to contact center and customer experience management systems. This includes, but is not limited to call and voice processing, multimedia processing, mobile devices, social media, standards and protocols, operating systems, browsers, computing platforms, desktop applications, networking, user interfaces and devices, etc.
  • Current on emerging technology and applications trends as they relate to the above systems and components
  • Current on programming languages prevalent in customer experience management platforms
  • Ability to communicate with all levels in customers and partners, and bridge the gap between business users and information technology
  • Certifications and/or equivalent experience with key strategic vendor customer experience management platforms including Avaya, Cisco, Genesys, Salesforce.com, and Oracle
  • 5+ years’ experience supporting all phases of Avaya CMS (Call Management System)
    • Platform upgrades and data migrations
    • Software upgrades
    • CMS administration
    • Custom Reports
    • CMS Supervisor client and scripts
    • Avaya Professional Services applications
    • Basic CMS troubleshooting
  • Proficient in Red Hat Enterprise Linux administration
  • Proficient in Solaris administration
  • Proficient in SQL
  • Proficient in UNIX/Linux scripting

Desired/Preferred Qualifications

  • Specific experience with Avaya Elite Multichannel, Avaya Interaction Center, Avaya Experience Portal or Avaya Engagement Development Platform
  • Specific experience with Cisco Unified Contact Center Enterprise or Express, Cisco Voice Portal or Cisco Unified Intelligent Reporting Platform
  • Customer Journey Mapping consulting skills
  • Knowledge/experience with cloud-based customer experience management technologies
  • Knowledge/experience with customer experience management analytics

Supervisory Responsibility

Mentoring solution delivery team members

Travel
As required

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by AXIM INC..

EEO Statement
AXIM INC. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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