IT User Experience Design and Data Analyst II

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Role

Avaya IT End User Services (Help Desk) is undergoing digital transformation and is moving from their current on premises applications to the ‘Cloud’. Applications include Cognigy, CCaaS/CPaaS for voice and chat.

The selected associate will be part of a team responsible for continual IT end user experience service improvements in all IT supported channels (Voice, Web Ticketing, Chat and our Digital Agent Bot). This associate must have excellent data analytic skills, critical thinking skills and the ability to translate IT centric jargon into questions/answers End Users will understand, while still collecting valid information for IT to solve the issues/requests.

About the Responsibilities

• Develop User Facing Forms for the Web Front End to our ticketing system HP Service Manager.
• Pull/analyze data from multiple systems, identifying automation opportunities, and CSI improvements against all channels.
• Summarize and present when needed to management findings and actions to improve the customer experience.
• Build Cognigy flows for the IVR and Digital Agents

About the Requirements

EXPERIENCE

• Data Analytics, and application development
• Previous call center application experience. Ticketing, IVR, Chat, and Processes.
• Knowledge of Cloud Help Desk applications and AI.

SKILLS & COMPETENCIES

• Sequel (SQL) coding
• Microsoft Excel
• Microsoft Access (preferable)
• Cognigy or any other NLU engine (e.g., Google DialogFlow)
• IVR coding
• Soft skills required to be successful in the role and in Avaya, in line with our five key cultural principles of trust, empowerment, teamwork, simplicity and accountability

ADDITIONAL INFORMATION

• Fulltime, remote working, no travel required.
• Strong customer experience skills preferred.

EDUCATION/QUALIFICATION

Bachelor's degree or equivalent level of experience in the requirements of this position’s requirements.
Preferred Professional certifications: ITIL, SQL, Excel, DBA.

Preferred Certifications

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).

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