Track Manager - Avaya Unified Communications

Job Summary

This role is responsible for overseeing end-to-end operations for large and complex Avaya-based call center environments. The individual ensures seamless service delivery, drives continuous improvement, and empowers teams to achieve operational excellence while aligning with client SLAs and organizational objectives.

Key Responsibilities

1. Lead operations management using Avaya Call Center and Network Voice technologies, ensuring optimal system performance, uptime, and compliance with client SLAs.

2. Drive process improvements and implement automation solutions leveraging Avaya suite tools and reporting platforms to enhance operational efficiency and business outcomes.

3. Mentor and guide support teams in troubleshooting, escalation, and resolution of complex Avaya telephony and call routing issues, fostering technical excellence and collaboration.

4. Analyze and translate client requirements into actionable support strategies, utilizing Avaya Contact Center Manager and monitoring tools to ensure client expectations are consistently met.

5. Develop and implement innovative solutions for service delivery by integrating best practices in Avaya call center operations, reporting, and workforce management.

6. Champion knowledge sharing and continuous skill development within the team, utilizing Avaya resources and industry updates to drive organizational progress.

Skill Requirements

1. Excellent Proficiency In Network Voice Technologies And Protocols (Sip, Voip, Pbx, Ivr).

2. Advanced Troubleshooting Skills In Avaya Call Flows, Vectoring, And Call Routing Methodologies.

3. Strong Understanding Of Operational Reporting, Analytics, And Performance Management Within Avaya Environments.

4. Excellent Leadership And Mentoring Abilities, With A Focus On Fostering Team Capability In Advanced Avaya Support.

Other Requirements

1. Avaya Certified Support Specialist (ACSS) or Avaya Certified Implementation Specialist (ACIS) certification is highly recommended.

2. ITIL Foundation certification is optional but valuable for processoriented roles