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Implementation Specialist WFO

Implementation Specialist WFO

Posted 21 May by Fullbrook Consulting Group Ended

The Client:

Our Client is a Telecommunications and Contact Centre solutions provider

Role & Key Responsibilities:

  • The Implementation Specialist will focus on the end to end technical design and installation of WFO projects.
  • Gather technical requirements from the client and carry out technical workshops and provide technical consultation.
  • Responsible for creating technical design documentation.
  • Get involved with solution testing and analysis of system performance.
  • Ensure integration of the WFO solution is delivered efficiently and matches against client requirements.
  • Perform training sessions whilst also transferring knowledge to clients and more junior members of staff.
  • Support the client technically throughout the Go-Live phase and ensure a smooth handover to the technical support team.
  • Provide both in house and onsite support to clients and customers.
  • Create relevant training documentation.
  • Ensure client objectives and expectations are consistently met.
  • Communicate articulately with technical and non-technical staff.

Skills & Experience:

  • Solid experience in the design, implementation and testing/support of Avaya and Verint solutions: VERINT / AVAYA Contact Recording, VERINT SIPREC Recording, VERINT IP capture Recording, VERINT / AVAYA Quality Monitoring, VERINT / AVAYA Workforce Management, VERINT Speech Analytics.
  • 5+ years in a role working within a technical environment with Avaya and Verint solutions.
  • Associated qualifications are a bonus.
  • Good knowledge of Data Networking.
  • Strong knowledge of delivering complex solutions within VMware and Database environments.
  • Experience of working within Linux and Windows servers.
  • A strong understanding of SQL database management and contact centre settings.
  • Excellent problem-solving abilities.
  • Previous troubleshooting experience on solutions and applications would be ideal.
  • Impeccable English Language skills both verbal and written.
  • Strong negotiation and presentation skills, paired with excellent communication skills.

Required skills

  • SQL
  • VMware
  • Avaya
  • Design
  • implementation

Reference: 32685000

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