COMPLETE Call Routing Engineer - Orlando, FL, USA

Job Posting Title:

Call Routing Engineer

Req ID:

10065642

Job Description:

About the Role & Team:

"We create happiness." That's our motto at Walt Disney Parks and Resorts. It permeates everything we do! Are you ready to join this team and make an impact?

The Call Routing Engineer requires a solid grasp of Avaya telephony programming and end-user support. The position also requires a solid grasp of Avaya queuing strategies and call flow programming. The Call Routing Engineer should be able to capture requirements and design solutions based on client need. You will need to explain sophisticated Avaya queuing strategies and routing options to non-technical clients. You will be responsible for Avaya vectoring, CTI workflows, and IVR applications.

The Call Routing Engineer will report to the Manager, Telecommunications.

This is a Full-Time position.

What You Will Do:

The Call Routing Engineer will focus on call flow design for the Disney Contact Centers around the world.

• Design, document and build call flows in Avaya CM

• Design, document and build work flows in C1 Conversations

• Design, document and build cti work flows in Avaya one-X Agent

• Design, document and build apps/flows in INI Sure Connect

• Design, document and build apps/flows in Avaya Experience Portal

• Document and thoroughly understand Avaya queuing strategies per client

• Maintain hosted speech application

Required Qualifications & Skills:

• Computer proficiency within a Windows environment, including Outlook, Word, Excel, and Visio

• Flexibility in scheduling

• Proven ability to exhibit initiative and integrity

• Ability to prioritize with a good attention to detail

• Ability to partner with internal customers and external vendors

• Confirmed ability to work in a fast paced environment

• At least two years of experience within a call center environment

• Proven track record with Avaya Contact Analyzer, CMS, ASA and AES

• Creativity, innovation, and ability to think outside of established guidelines

• Demonstrable experience with local, long distance and toll free carriers

• Demonstrable experience with IVR, CTI and Avaya CM call/work flow creations

Education:

Associate's Degree or equivalent

Preferred Education:

Bachelor's Degree or equivalent

Additional Information:

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

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Job Posting Segment:

Commercial Strategy

Job Posting Primary Business:

Disney Central (WDW)

Primary Job Posting Category:

Telecom Services

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Orlando, FL, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2023-10-16