1+ months

Avaya - Contact Center Designer

Green Oaks, IL 60048

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. With a portfolio of leading, science-based offerings in diagnostics, medical devices, nutritionals and branded generic pharmaceuticals, Abbott serves people in more than 150 countries and employs approximately 70,000 people.

 Primary Job Function

This position is responsible for the global design and configuration of voice and contact center solutions.

Under minimal direction, leads projects globally involving complex planning, installation, relocation, and/or removal of voice systems.  Interacts with a wide range of individual and management levels. Actively participates in selecting suppliers and negotiating large contracts from a technical perspective. Leads feasibility studies, design creation, and proposal preparation for voice solutions and connectivity.  Works closely with the telecommunications implementation and operations as well as the data network teams. Evaluates vendor performance to ensure conformance to standards. Leads process or technology improvements such as SIP trunking to enhance the performance or cost effectiveness of the voice systems area based on market trends. 

Core Job Responsibilities

  • Responsible for compliance with applicable policies and procedures.
  • Defines, plans and designs innovative enterprise-wide connectivity, collaboration, and voice platform infrastructure solutions, including integrated financial analysis of technical alternatives to meet business/operational requirements.
  • Successfully negotiates technical design and deployment strategy with internal clients and peers.
  • Defines product standards, configuration standards and solutions for enterprise voice systems and contact center solutions.
  • Provide Support for infrastructure projects ensuring alignment with architecture direction.
  • Serves as a subject matter expert for escalation on voice related operational and implementation issues.
  • Serves as a cross-platform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.
  • Serves as a subject matter expert for the business establish and develop solutions for contact center requirements.
  • Produces and maintains timely, accurate engineering documentation to support implementation, operations support and quality/compliance requirements.
  • Develops Standard Operating Procedures. Designs system tests, and performs capacity planning.
  • Establishes criteria and performs technology evaluations, including lab analysis and proof of concepts.
  • Frequently interacts with suppliers to influence their products and services in directions favorable to Abbott. Typically interacts with product development, engineering and product management.
  • Provides technical thought leadership and participates in the development of Abbott's IT Strategy and produces technical position papers.
  • Applies experience to improve telecommunications business processes or compliance and leverages tools to enhance functional area productivity.
  • Provides technical direction and mentors less experienced staff. 
  • Integrates technical expertise with communication, leadership and business skills in a team environment.  

    Position Accountability / Scope

    • Reports to the GIS BTE Manager for WAN & Voice Systems
    • Has significant influence on large global budgets including the Capital LRP and annual maintenance contract budget for voice systems as well as the annual carrier expense for voice services.
    • Has significant global impact on the functionality of Abbott’s critical voice systems.
    • Responsible for briefing Sr. Management on topics ranging from technical risk analysis, financial implications, to crisis management. Recognized for sound judgment.
    • Is self-initiated to independently achieve organization objectives, uncover, and resolve issues. Also receives consultative direction towards predetermined goals. 
    • Has excellent communications skills and demonstrates a strong customer-centric approach and empathy for global cultural differences.
    • Responsible for Technology evaluations. Establishes evaluation criteria using a formal TRB based methodology to recommend Abbott standards
    • Is the escalation individual in the corporation for voice systems technical issues.
    • Has the acumen to translate business concepts into sound technical solutions and then effectively communicate them to internal clients.

      Minimum Education

      Required: Bachelor's Degree in Computer Science, Information Systems, Telecommunication, or other related field.

      Preferred: MS Computer Science, Computer Engineering, and Telecommunications. Certifications: CCNA, CCNP, MCSE, ACSA

      Minimum Experience / Training Required

      • 10+ years IT and voice systems experience with multinational enterprises of 5000+ users
      • Knowledge across infrastructure disciplines and technologies and has a broad understanding of IT standards and methodologies
      • Demonstrated mastery of VoIP, SIP, and network technologies and computer integrated telephony solutions.     
      • Demonstrated systems integration expertise.
      • Demonstrated design mastery for Avaya and/or Cisco voice related unified communications solutions.
      • Strong Contact Center experience for IVRs, statistical reporting analysis, CTI integration, and WFO & WFM solutions.

        Job Family: IT Services & Solutions Delivery
        Division: GIS Global Information Services
        Additional Location: United States - Ohio - Columbus
        Travel: Yes, 5 % of the Time
        Medical Surveillance: No
        Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)


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Avaya - Contact Center Designer

Green Oaks, IL 60048

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Green Oaks, IL

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