iLocatum

Fairfax, VA

Customer Experience Services Sr. Consultant TS/SCI & Full Scope Poly

POSITION: Customer Experience Solutions Senior Expert
LOCATION: Fairfax, VA
ABOUT THE ROLE

Only candidates who are United States citizens and hold a Top Secret Clearance with full scope polygraph will be considered for this onsite position in Fairfax, VA or within a commutable distance. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. Please note that applicants without a current TSC full scope polygraph will not be considered.

RESPONSIBILITIES:
  • Develop and implement testing strategies and plans in collaboration with clients, cross-service teams, and third-party partners.
  • Provide technical guidance and expertise for the operation and maintenance of the customer's extensive voice network, including patching, upgrading, and introducing new Avaya products.
  • Monitor and manage voice call flow traffic across multiple TDM-PRI/H.323/SIP trunk groups, ensuring connectivity to Avaya products and other telecommunication platforms.
  • Facilitate the migration of call flows to SIP peering connections through AAR/ARS Analysis/Conversion tables and Route Patterns, reducing dependency on TDM-PRI & H.323 trunk groups.
  • Administer a bash script application that assists end users in managing their login accounts for Avaya and non-Avaya servers.
  • Manage non-person accounts on multiple non-Avaya servers that automate functions for the customer.
  • Collaborate with the O&M Team and other organizations to troubleshoot and maintain reliable talk paths between voice networks.
  • Create and update various eDocuments (MSWord, Excel, Visio, PowerPoint, etc.) that document communication management and maintenance within the customer's voice network.
  • Respond to assistance requests from O&M technicians and voice engineers regarding administrative tasks and troubleshooting actions.
  • Train new voice engineers on performing the listed tasks.
REQUIREMENTS:
  • Prior experience in CM implementation and service-related work.
  • Experience in customer support and direct customer interactions.
  • Strong technical knowledge and experience in our product portfolio.
  • Proficiency in Communication Manager, Session and System Manager.
  • Technical understanding of Session Initiation Protocol.
  • Familiarity with Contact Center portfolio.
  • Deep understanding and extensive experience in architecture, design, implementation, and testing for global deployments.
  • Ability to stay updated with the latest trends and technologies in the field.
QUALIFICATIONS:
  • Proficient in PC and business software applications for administration, design, and architecture.
  • Strong analytical and problem-solving skills for application design, coordination, and testing.
  • Effective leadership skills to mentor and guide less experienced team members.
  • Excellent communication skills for customer, support personnel, and management interactions.
  • Ability to work collaboratively in a team environment.
  • High tolerance for stressful situations.
  • Bachelor’s degree or equivalent experience.
  • Minimum of 5 years of professional experience in the related field.
ADDITIONAL REQUIREMENTS
  • Ability to work collaboratively in a team environment.
  • High tolerance for stressful situations.
  • Bachelor’s degree or equivalent experience.
  • Minimum of 5 years of professional experience in the related field.
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