Implementation Specialist WFO

Posted 9 April by Fullbrook Consulting Group

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

Application questions

Do you have at least 5 years' technical experience across Avaya and Verint products?
Do you have strong knowledge of VMware and Database environments?
Do you have experience of working with Linux and Windows servers?
Do you have a strong understanding of SQL database management?
Do you have demonstrable, strong knowledge of Windows and Linux servers?

Reference: 32685000

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