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Avaya ACM Specialist

We are seeking a highly skilled Avaya ACM Specialist with extensive experience in IVR systems, call flows, vectors, and adjunct routing. The ideal candidate will possess strong hands-on knowledge of Avaya Aura, Avaya ACM, Avaya Session Manager, and QoS configurations. This role requires exceptional troubleshooting, analytical skills, and communication capabilities to support complex multi-layered network environments and call center operations.

Key Responsibilities:

• Perform requirement analysis and provide technical expertise in Avaya ACM, IVR, and adjunct routing.
• Develop, implement, and troubleshoot call flows, vectors, and system architecture.
• Configure and support Avaya Session Manager, ensuring QoS optimization, bandwidth analysis, and jitter troubleshooting.
• Collaborate with cross-functional teams in a geographically dispersed environment to deliver seamless telephony solutions.
• Monitor and maintain CTI integrations, LAN/WAN communications, and VXML implementations.
• Ensure optimal performance of call center infrastructure using AWS cloud solutions and Open Shift.
• Provide structured program updates using PowerPoint and Visio for effective communication and stakeholder alignment.
• Work under tight deadlines and high-pressure situations, demonstrating excellent problem-solving abilities.
• Conduct regular reporting, prioritization, and documentation to ensure compliance and efficiency.

Required Qualifications:

• Extensive experience in Avaya Aura, ACM, IVR, and Call Flows.
• Proficiency in VXML, Java, and CTI integration.
• Hands-on expertise in Avaya Session Manager and QoS configurations.
• Experience with cloud platforms like AWS and Open Shift.
• Strong knowledge of call center operations and complex network environments.
• Exceptional communication skills (written & verbal) and ability to present structured reports.
• Ability to work independently with self-motivation and drive.

Preferred Qualifications:

• Experience in program management and communication strategies.
• Familiarity with database structures in cloud environments (AWS).
• Prior experience in Open Shift deployments.

Additional Information:

• In-person interview required (Only local candidates will be considered).
• This role requires a highly motivated and self-directed individual with the ability to handle dynamic challenges.