Pomeroy is looking for a skilled Call Center Customer Support Engineer for a 6 month contract with the possibility of extention. This is a fully REMOTE position. You must be a US citizen, no C2C avaiable for this role. You will be supporting a large federal Information Technology (IT) contract in Baltimore, Maryland. You must be able to obtain a level 1 public trust clearance.

This position is a customer and vendor facing managed services support role. Day-to-day responsibilities include the tracking and management of tickets, coordination and follow-up with the vendor, and status updates to the customer and Avaya management team.

What You'll Do

• Planning, programming, implementation, and professional services support on large scale migration of Avaya Aura Contact Center to Avaya Call Center Elite and CMS SIP solution.
• Configuration of VDN’s, vectors, announcements, hunt groups, coverage paths, and all other associated system features.
• Configuration and customization of CMS reporting.
• ODBC/SQL queries
• Maintain integrity of resource tracking documents
• Collaborates closely with other team members in a virtual work environment.
• Develop and contribute to process documentation

Who You Are

Candidate for this role must have:

• Bachelors degree and/or more experience in a related Field
• Experience with VOIP/SIP
• Experience in large scale Enterprise Solutions
• 5-8 years’ experience with Avaya Call Center Elite and CMS
• 2-5 years’ experience Avaya Aura Contact Center (AACC) configuration
• Ability to manage time well and meet multiple deadlines
• Experience with XML and/or VBScript
• Experience with any of the following:
• Avaya ProVision
• Avaya Session Manager
• Avaya SMGR
• Avaya Workplace
• Avaya Aura Contact Center-AACC

Essential Requirements:

• Must be US Citizen
• Must be able to obtain Public Trust Level 1 clearance
• Prior experience working with government agencies
• Experience with Verint WFO/WFM
• Excellent writing and communication skills
• Proficient knowledge of MS Office Suite

In addition to the basic qualifications noted above, we find that individuals who are successful in this role have:

• Good interpersonal and presentation skills for interacting with team members and clients
• Good analytical and problem-solving skills
• Good communication skills
• Leadership and organizational skills
• Ability to work in a team environment

Job Type: Contract

Pay: $43.00 - $47.00 per hour

Benefits:

• 401(k)

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 5 years (Preferred)
• Avaya Call Center Elite and CMS: 5 years (Required)
• VoIP: 5 years (Required)
• Enterprise Solutions: 5 years (Required)
• Avaya Aura Contact Center: 2 years (Required)

Work Location: Remote

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