Sr. Programmer to support the frontend configuration of Avaya Elite in the Telephony & Contact Centre Services group - 816

Our valued Financial client is actively seeking a Sr. Programmer to support the frontend configuration of Avaya Elite in the Telephony & Contact Centre Services group. Initial contract until end of year with strong potential for extension, working hybrid 2 days onsite in Montreal, Laval, St-Hyacinthe, or Toronto. Responsibilities Develop/update scripts for IVR menus, queues and call flows in Avaya Elite and Avaya Experience Portal Modify queues opening hours for holidays and special events Keep the numbering plan for VDNs and skills updated Create contact center users according to the appropriate profile Create and keep updated call flow documentation using Microsoft Visio Resolve technical issues escalation from IT User Support and escalate to appropriate levels as required. Demonstrate effective collaboration within the Telephony and Contact Center Services team as well as with other technical and business resources along with third party vendors to help ensure a consistent and professional service outcome to your stakeholders within the organization. Help support the gathering of business requirements for telephony-related projects and enhancements. Help build Test Plans and support the UAT (user acceptance testing). Contribute towards our team’s success by consistently leveraging best practices. Demonstrate ownership and accountability of call routing-related issues impacting our contact center operations and provide consistent communication to the end-user. Demonstrate the ability to adapt in a rapidly evolving environment. As we work in a team environment, you will utilize your strong interpersonal and customer service skills to be able to effectively build strong business relationships within the organization and with other team members. Must-Have Skills 7 years of experience in Telephony, with Avaya Elite configuration and Avaya Experience Portal (AEP) frontend experience Service Gateway Management Relay (SGMR) experience Nice-to-Have Skills Experience in developing through APIs French language skills Apply

Location: Canada, CA

Posted Date: 9/28/2024