Continuous Improvement – Root Cause Analyst


Client Reference Code: 203153-1
Seeking a Continuous Improvement process owner who is who has experience with Avaya (or similar) Call Center technology, technology operations and root cause analysis. Must have excellent analytical skills and ability to perform systems analysis to identify causes of system failure, identify fixes and track to completion across multiple domains (technology (call center, network, server storage, etc.), people, and process).

Analyze root causes of P1/P2 incidents across all call center systems. Work with engineers to identify the causes of the failure and how to remediate to prevent future occurrences. Manage portfolio of fix items to ensure timely completion both internally and with IT stakeholders.

Key focus areas include:

  • Create and manage Root Cause Analysis (RCAs) using best practice processes
  • Facilitate weekly RCA meeting
  • Maintain major incident management calendar
  • Conduct problem analysis
  • Define Incident and Problem Management process metrics; track all incident and outage metrics and KPIs
  • Responsible for documenting, maintaining, operating, and continuously improving Call Center Technology Incident and Problem Management Process

Familiar with ITIL Change Management processes. ITIL v3 certification training may be provided.
Researches and implements change management tools in order to optimize change processes for maximal effectiveness.
Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering, and Network Operations teams.
Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience.
Expands role into other Customer Operations initiatives as required.

Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Ability to listen to and interpret the needs of the customer
Ability to maintain high levels of energy and create a positive environment
Ability to make decisions and solve problems while working under pressure
Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Customer focused
Exceptional written communications skills
Exceptional verbal communications skills
Independent thinker
Knowledge of cable and telecommunications products and services (e.g., Cable/High Speed Internet/ Telephone)
Project management skills
Strong knowledge of telephony and customer support systems technology
Strong analytical approach to presenting recommendations and making decisions
Technically savvy
Bachelor’s degree in Electrical or Computer Engineering or related field, or equivalent experience
Minimum 8-10 Years experience in IVR-Telecom and advanced telecommunication systems

Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays

Job Code : TWCETC320 IP Telephony Engineer III Exempt


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