All Native Group is seeking a highly skilled individual oo support operation and administration of the Avaya Contact Center at WRNMMC in Bethesda, MD. This role will support the call center portfolio, including CMS, Call Center Elite, and WFO and will be responsible for assisting the customer with daily administration of the systems.

Essential Functions

• System Administration of all telephony systems
• Perform MAC – move, adds and changes of stations and agent devices
• Assist the customer with establishing and adjusting skills-based routing vectors
• Assist the customer with customized report creation and generation
• Provide consultative services on industry best practices for contact center technology
• Perform system programming additions and changes for agents and supervisors
• Assist the customer with the use of Workforce Optimization to perform scheduling and management
• Assist with the management and administration of call recordings made through WFO
• Analyze routing and applications to verify proper call handling
• Report on system performance metrics

• Excellent communication skills (oral and written).
• Ability to comfortably interact with customer and peers to perform required job functions
• Ability to work under pressure, handle a variety of work assignments at the same time, prioritize work and be held fully responsible for decisions.
• Ability to analyze information, make recommendations, and develop reports and presentations.

Supervisory Responsibility

None required for this position

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to remain in a stationary position 75% of the time.
• Occasionally moves about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Expresses or exchanges ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
• Frequently moves standard office equipment up to 25 pounds.
• Must be able to work indoor conditions 90% of the time.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full time position supporting 24/7 operations- hours may vary..

Travel

Travel is primarily local during the business day, although some out of the area travel and overnight may be expected.

Experience

• Minimum 10 years of experience with Avaya contact center or equivalent experience.
• Must have Avaya CM Experience
• Must have experience with Aura Application

Education

• HS Diploma

Additional Eligibility Qualifications

• Minimum certification for DoD 8570 / DoDI 8140 IAT-1 role is required
• Certifications on Avaya CC Elite, CMS, and Avaya WFO required

Security Clearance

Must possess or be able to obtain/maintain a secret clearance

AAP/EEO Statement

All Native Group is an equal opportunity employer. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.