Avaya Proactive Dialer
Avaya Proactive Contact - Lead
Three Month Contract to Hire; Richmond, VA
Experis IT (formerly Comsys) is currently recruiting for an Avaya Proactive Contact 4.1.2 Lead with predictive dialer experience for an initial three month contract to hire in Richmond, VA. For immediate consideration, forward your updated resume to kari.elsts@experis.com
Provide leadership and development to seven exempt Business Systems Analysts that support:
The daily production of two Avaya Proactive Contact 4.1.2 predictive dialers for eight Default lines of business and two Telemarketing departments
Training and testing environment on a lab predictive dialer
The Avaya PDSAgent interface
Multiple screen-pop applications into various host systems
The eCreator scripting application for an internal telemarketing department
Monitor and maintain the daily activities of eight individual departments using the Avaya Predictive Dialer
Prepare and execute the daily tasks of processing files to meet the parameters of each department through Enterprise Manager for SQL Server 2000
Executing the calling strategies of each line of business while maintaining a high service level
Provide daily updates on performance to the areas supported on the dialers
Make real time adjustments on the dialer to ensure idle and abandon calls were within the guidelines of the department
Provide 1st level support troubleshooting any hardware and/or software issues related to the dialers
Provide after hours dialer support when necessary
Perform training sessions in team meetings designed to increase job knowledge, reduce errors, and improve productivity
Responsible for interviewing and hiring associates to maintain staffing levels
Provide vendor management for several department vendors
Work closely with Line of Business Leaders to help foster open communications between them and the Dialer Administration team
Basic Qualifications
Has solid knowledge of predictive dialer software/hardware to be able to install or program applications and be able to identify and assess hardware/software products.
Is able to diagnose and resolve complex user problems and train users.
Basic database knowledge.
Preferred Qualifications
Extensive knowledge of the Avaya Proactive Contact 4.X or 5.X hardware and software products.
5-8 years of related technical and business unit experience.
Detailed database knowledge in MS Access, SQL 2000 and higher, and or Oracle.
A Bachelors Degree is preferred for this role, however candidates with the correct experience will be considered.
Associate degree or Bachelors degree and 2+ years progressive work related experience with demonstrated functional proficiency and understanding related to the position.
