Avaya
Avaya is a popular brand of phone systems and contact center technology used by many businesses. Think of it like a sophisticated telephone and customer service management system that helps companies handle customer calls, emails, and chats. When someone lists Avaya on their resume, they usually have experience working with or managing these communication systems. It's similar to other systems like Cisco or Genesys. Contact center managers and technicians use Avaya to set up how customer calls are routed, manage call queues, and track customer service metrics.
Examples in Resumes
Managed a team of 50 customer service representatives using Avaya call center platform
Configured Avaya phone systems and trained staff on system features
Reduced call wait times by 40% through optimized Avaya call routing setup
Typical job title: "Avaya Specialists"
Also try searching for:
Where to Find Avaya Specialists
Online Communities
Professional Networks
Training Resources
Example Interview Questions
Senior Level Questions
Q: How would you handle a major outage in an Avaya contact center system?
Expected Answer: Should explain disaster recovery procedures, backup systems, communication plans with stakeholders, and steps to minimize customer impact while resolving the issue.
Q: What experience do you have with planning and implementing large-scale Avaya upgrades?
Expected Answer: Should discuss project planning, risk assessment, testing procedures, staff training, and ensuring minimal disruption to business operations during upgrades.
Mid Level Questions
Q: How do you set up call routing rules in Avaya?
Expected Answer: Should be able to explain how to create basic call flows, set up agent groups, and configure rules based on time of day, caller location, or other factors.
Q: What methods do you use to monitor call center performance?
Expected Answer: Should mention key metrics like average handle time, abandon rates, service levels, and how to use Avaya reporting tools to track these.
Junior Level Questions
Q: What basic Avaya features are you familiar with?
Expected Answer: Should be able to describe basic functions like transfer calls, conference calls, voicemail setup, and simple user administration.
Q: How do you handle common user issues with Avaya phones?
Expected Answer: Should demonstrate knowledge of troubleshooting basic problems like phone reset, voicemail access issues, and basic connectivity problems.
Experience Level Indicators
Junior (0-2 years)
- Basic phone system operation
- Simple user administration
- Basic troubleshooting
- Call routing basics
Mid (2-5 years)
- System configuration
- Call flow design
- Performance monitoring
- Staff training
Senior (5+ years)
- System architecture planning
- Disaster recovery
- Advanced troubleshooting
- Project management
Red Flags to Watch For
- No hands-on experience with Avaya systems
- Unfamiliar with basic contact center metrics
- Lack of problem-solving experience
- No knowledge of call center operations
Related Terms
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