Job Description

Shift: Night Shift Summary Avaya Aura Call Centre Elite (AACC) is the primary ConvergeOne Subject Matter Expert for the AACC product. This position is responsible for providing subject matter expertise during the presales and delivery processes across all ConvergeOne Regions. In addition, this person is responsible for the ConvergeOne Avaya Aura Call Centre Elite Demo Lab located in Eagan offices (this system is on a CS1000e). As part of overseeing the AACC Demo Lab, beta tests AACC new releases from Avaya including all software updates and patches that are required for pre-test before delivery to our customer base. This position assists all ConvergeOne National Account Managers, sales management, Chief Technology Officers, and MSSC support staff as required to qualify customer requirements and support ConvergeOne AACC customers. Essential Functions Provides Pre-Sales support for all Avaya Aura Call Centre Elite demos including customizing the demo for specific customer needs Provides Pre-Sales support on a customers site as required by the sales teams Provides quoting support for internal and external business partners for statements of work for sales team delivery Serves as technical product escalation point for AACC with Avaya Provide support to a Solution Architect for Avaya Aura Call Centre Elite for complex ConvergeOne Systems sales and delivery Additional Specific Duties and Responsibilities Provides required scoping documentation for Avaya Aura Call Centre Elite deployments (required server specifications, operating systems specifications, etc.). Provides Customer facing presentations to customers, users groups as required Design, Document and Handoff call flow documentation to potential, new, and existing customers for a baseline of the Avaya Aura Call Centre Elite deployment. Key functions include the following, but not just limited to it. Multichannel routing Conditional call routing Real-time and historical reporting Integrated contact management Central web-based administration WFM - With Connector experience Recording - Integration Provides Solutions for the removal of end of sales product that affect the Avaya Aura Call Centre Elite such as CallPilot, and work with the sales team to position the proper solutions as replacement Required Qualifications 10 or more years contact center experience Specific Certifications required for AACC sales and deployment In-depth knowledge and hands-on experience with overall contact center systems and components related to contact center and customer experience management systems. This includes but is not limited to Call and voice processing, multimedia processing, social media, windows and Linux operating systems, supported browsers, desktop applications, networking, supported mobile devices, etc. Current on emerging technology and applications trends as they relate to the above systems and components 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 contact center platforms Desired/Preferred Qualifications Specific experience with Avaya Aura Call Centre Elite, Work Force Management as it relates to Avaya Aura Call Centre Elite and Avaya Engagement Development Platform Knowledge/experience with cloud-based customer experience management technologies Knowledge/experience with customer experience management analytics