Job Responsibilities:

• Responsible for the successful completion of all CCE project phases including: specification, configuration, installation, solution testing, user acceptance testing (UAT), solution rollout, training, go-live, handoff and post support for assigned projects
• Communicating appropriate information with customer contacts, business partner and Cross resources including project members, team members and anyone else via phone and following up with email whenever required
• Participate in project calls with project management team and customer
• Create and follow project plans as required
• Responsible for providing frequent updates on all assigned projects to customers, project managers and CPS leadership
• Using the written specification document or statement of work, configure and /or implement the CCE solution
  as designed
• Create customized training and reference documents specific to the customer or project and create appropriate handoff materials for Cross and/or Avaya support
• Identify technical issues, work to resolve them, and update team members and the knowledge base appropriately
• Responsible for escalating all unresolved issues through the appropriate channels
• Responsible for assisting in the configuration and maintenance of all CCE In-house lab environments
• Follow guidelines for In-house lab usage and maintenance
• Provide guidance and technical assistance to other team members in support of CCE projects and/or initiatives
• Identify potential problems with projects and work to prevent them from becoming actual issues; report any potential problems to project management and/or team lead; escalate if appropriate action has not been taken
• Be knowledgeable about all CCE product related features and functionality; stay abreast of CCE product enhancements as well as other emerging technologies
• Attend CCE Team meetings, when scheduled
• Participate in all training and attain certifications as directed by the manager
• Facilitate camaraderie and teamwork amongst fellow CCE team members
• Take ownership of individual actions; correct mistakes in a timely fashion
• Identify and provide recommendations to supervisor on ways to streamline processes and optimize document templates that are used throughout project life cycles
• Complete administrative tasks on a timely basis to include, but not limited to: ACTn updates, time reporting
  and expenses
• Understand Cross Vision and Mission Statements; follow Cross Values
  

Required Skills:

• Working knowledge of Application Enablement Services and Contact Center Express products as determined
  by the team lead
• Basic knowledge of PBX vectoring and call flow programming within a Avaya Call Center
• Extensive nationwide travel required (75-100%), sometimes with short notice
• Ability to multi-task and work in an intense, fast-paced environment
• Ability to manage several projects at once as well as complete other tasks in the meantime
• Perform work with minimal direction and supervision
• Willingness to work a flexible schedule, with night and weekend work required
• Ability to work on a variety of platforms such as Win NT, 2000, XP, Vista, Server 2000 & 2003; LINUX; Solaris; AIX
• Working knowledge of various programming languages such as C, C#, Visual Basic, VB .NET, VBScript, ASP, Java, JSP, HTML/DHTML
• Basic knowledge of database systems such as MSSQL, MySQL, Oracle, DB2
• Ability to write intermediate level SQL queries using each of the above database systems
• Basic understanding of networking concepts Ability to work with others on the team to troubleshoot complex problems that may take weeks, even months, to resolve that include network connectivity, software installation, configuration, software bugs or enhancements and more

Experience:

• Minimum 1 year overall programming experience