Specialist, Avaya IPCC - Kuwait
Category: Vacancy
Ad ID: 2032

Kuwait City, Capital Governorate, Kuwait

Posted: 12 Jun, 2016, 08:50 PM
Ad Description

Creation of Agents users
Managing IPCC Servers with the help of the Windows Administrator and verifying that all required services are up and running on a weekly basis.
Ensure the connectivity between customers and agents as required by business rules 
Able to do trouble shooting whenever problem occurred.
Monitoring the logs for the running services.
Ensure using test lab to test each change before deploying on production for the existing test lab.
Generating the required reports
Computer and phone mapping
To Run Out bound Campaigns as required by Business
Coordinate with Avaya TAC in case of any major issue.
Implementation of preventive maintenance measures recommended by vendors
Maintenance of the IPCC gateways for Call Center and Hotlines
Daily checking of script running and available space on server.
Daily checking of the overall performance of the IVR switches 
Daily test of all IVR functionality (i.e. calling the IVR & listen to menu to ensure it is working & getting back the correct outcome)
troubleshooting the existing scripts for any abnormal activity that might be noticed when performing the daily check
Performing a restart for the services required to insure the quality of IVR activity and performance. 
Uploading voice Prompts of any new promotions that are required by the business
Editing the scripts to temporary stop a service provided. 
Ensure the Installation of latest patches on IVR servers as required by the system admin.
Server cleanup: ensure archiving of data with operation team, applying needed indices, and ensuring partitioning on tables with the DBA to optimize performance.
Ensuring backups on all systems are accounted for.
Maintain backups for IVR Application logs and applications.
Maintain the third party reporting server
Implementation of preventive maintenance measures recommended by vendors
Monthly performance maintenance i.e. testing Response Time on all functions using industry standard metrics for Call Centre Operations.
In the event of any errors affecting the service or downtime, immediate response from the team to resolve it, since it is a critical application.
Ensure all CRM Agent accounts are fully functional and mapped to IPCC accounts actively for new users. 
Implementation of preventive maintenance measures recommended by vendors
Speech Log (Voice Recording Solutions):
Maintain all agent stations that are required for recording
Ensure backups are taken routinely and actively.
Generate adhoc report for requests from business
Implementation of preventive maintenance measures recommended by vendors
Work Force Management (WFM):
Maintain the schedules, agent database, reports and operational issues
Ensure backups are taken routinely and actively.
Implementation of preventive maintenance measures recommended by vendors

First degree or equivalent in a relevant discipline.
Minimum of three (3) years on management of Avaya IPCC suites

It is a publicly listed company on the Kuwait Stock Exchange focused on the communications industry. It is a service provider for the design, supply, build and management of various types of fixed line and wireless networks, namely the mobile industry, fiber roll-out, security and surveillance.

Job summary

Al Kuwait, Other - Kuwait
3 - 8 years
Keywords / Skills :
Specialist Avaya IPCC, AVAYA, Avaya IPCC
Bachelor's Degree
Other Software/Hardware/EDP - Specialist Avaya IPCC
IT/ Computers - Software
Experience in management of Avaya IPCC suites


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