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Job: Global Contact Center Communications Engineer III - Avaya

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Jobing Description

Requisition ID
Employee Type
Full Time-Regular
Information Technology
Job Locations


The Global Contact Center Communications Engineer III, under the general direction of the Manager, will assist in the day-to-day tasks critical to the team’s success. This individual will be responsible for attending project meetings when necessary and assist in gathering and documenting infrastructure and security requirements. This individual will also become familiar with all compliance, regulatory and security requirements adhering to all corporate policies and standards. This person needs to be experienced in technology with good planning and coordination skills. An energetic, solution minded personality with drive, attention to details and excellent communication skills will be needed for success in this position.



  • Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed.
  • Must have high attention to detail, be well organized and be a self-starter.
  • Must be able to work with limited to moderate direct supervision.
  • Contributes to the development of RFPs/SOWs and participates in the vendor selection process.
  • Works independently
  • Escalates complex or consequential issues to management.
  • Identifies and directs changes through appropriate review and approval mechanisms.
  • Understands and promotes the GM Financial policy on Treating Customers Fairly (TCF) to ensure ongoing adherence to all relevant compliance regulations that may govern the GM Financial business and complete all regulatory knowledge training where applicable in a timely fashion.
  • Support business units specifically in the area of voice communications systems and applications
  • Activities include: for both Avaya and Cisco Tier 2, 3, and above - support and problem resolution for IVR, PBX, ACD, ACD Agent setup/configuration/troubleshooting, ACD/Call center internal and external routing changes, CTI/AES troubleshooting, CDR, relocation and installation of equipment, voice facilities management, and any other issues pertaining to voice communications as they arise
  • Coordinate with vendors regarding maintenance, modification, installation, or relocation of voice equipment and facilities in local and remote sites
  • Implement repairs and configuration changes to PBX and related systems at local and remote sites
  • Support Call Recording and Work Force Management systems as needed (secondary responsibility)
  • Participate in vendor relationships regarding maintenance, modification, installation, or relocation of voice equipment and facilities
  • Maintain accurate records of all system components, applications, processes and carrier network facilities
  • Prepare, evaluate, and distribute system and ACD reports as required
  • Assist in the research and evaluation of communications options in services and products as needed


  • Reports to: Global Contact Center Communications Manager
  • Direct Reports: No



  • Advanced level technical knowledge of configuration, maintenance, modification, installation and integration of voice communications systems and applications
  • Strong knowledge of IT security practices
  • Strong knowledge of project management practices
  • Knowledge and understanding of industry trends and new technologies and ability to apply this to day-to-day work activities
  • Knowledge of enterprise platforms and operating systems as well as knowledge of key business functions and processes


  • Ability to work independently in the completion of assigned tasks
  • Strong analytical skills necessary for complex research and problem resolution
  • Strong oral and written communication skills relating to support and problem resolution
  • Detail oriented with the ability to create and maintain accurate records
  • Ability to follow and promote project management processes and procedures
  • Interpersonal skills required to work as a team member with other team members, IT, business, and management personnel from all areas of the Company


  • Experience in dealing with multiple business units and diverse employee population.
  • High school education or equivalent.
  • Four to eight years’ experience in software/hardware voice network design and analysis, advanced PBX system administration, ACD, predictive dialers, IVR, Call Recording, Work Force management systems, Telco facility protocols, cable management and statistical report reconciliation.


  • Normal office environment; may be stressful at times. There may be a requirement to occasionally work a flexible schedule with the possibility of working long hours.
  • This list is not exhaustive; you will be expected to carry out any other duties that are deemed reasonable in relation to your position.
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