Michael Benjamin Email & Phone Number

United States

• Avaya Telecom EngineerKey Responsibilities include:
• Serve as a strategic advisor and lead for migration of multiple Avaya phone systems into a new platform.
• Manage and support gathering of current system information, create data, design, and manage migration to ensure successful solution deployment to include, servers, gateways, and auxiliary systems.
• Develop test plans for post migration of sites to ensure systems are working properly.
• Create new, or modify existing documentation of system and site information, including Visio drawing, spread sheets, and cutsheets.

Tampa, Florida, United States

• Key Responsibilities include:
• Ensure successful planning of communication solution deployment for Avaya customers.
• Serve as a strategic advisor and leads the architecture and design phase of the engagement.
• Follow a proven programmatic process, which includes information and requirements gathering, information analysis, and design development.
• Identifies and is supported by other subject matter experts on Avaya teams, as needed, to achieve the specific set of objectives in the Statement of Work.
• Create Architecture and Design artifacts, such as sets of Visio drawings and Excel Workbooks to include: Solution Overviews, Trunking Diagrams, Application Overviews, High Level Call-Flow, System Configurations, IP.

Orlando, Florida, United States

• Communications Systems EngineerKey Responsibilities include:
• Responsible for the design, configuration, deployment, maintenance, and support of Hilton Grand Vacations (HGV) Enterprise Telephony Systems and Integrated Contact Center applications.
• Primary Subject Matter Expert (SME) for HGV’s Enterprise Avaya Aura System.
• Maintain a highly available, fully redundant TDM and SIP network to the PSTN.
• Perform interoperability testing and turn-ups of TDM and SIP trunks to the PSTN and Internal network.
• Diagnose, troubleshoot, resolve complex service issues related to VoIP platforms, systems, and Contact Center applications.

San Jose, California, United States

• Key Responsibilities include:
• Provide strategic consultation to clients and assist with project management of technical services, including definition of detailed functional and technical IT strategies and requirements to include Avaya, Nortel, and.
• Analyze client business requirements and make recommendations for new development and product enhancements
• Assist in identifying resource needs, developing action plans, timelines and agreements for the implementation of essential client projects and programs
• Ensure projects are initiated with the appropriate documentation and manage through execution the requirements of those projects
• Manage all voice systems at client facilities including capacity monitoring, traffic/port utilization, system trouble isolation/repair, vendor management, contract administration, system performance monitoring.

Tampa, Florida, United States

• Key Responsibilities include:
• Perform analysis, evaluation, technical specifications and recommendation of telecommunications systems and services; research technological, regulatory and corporate trends and developments
• Handle all phone switch administration; perform reviews of call center procedures, staffing requirements, and schedules; train and evaluate all new hires on proper phone system procedures and etiquette
• Create and manage call center reports within Avaya CMS, Excel, and other industry-specific software for enhancement of call center/customer service representative performance and tracking
• Perform daily review and analysis of phone reports for call center and CSR trends, patterns, and performances
• Develop and maintain ACD call center work flows and call routing

Tampa, Florida, United States

• Key Responsibilities include:
• Research, problem solve, and resolve written correspondence for members and providers
• Receive, research, package, and present appeals to the West Coast Region Appeals Board
• Correct and maintain computer systems within the department; develop custom phone and customer service reports in Avaya CMS
• Help to design and develop call center call-flow routing

United States

• Key Responsibilities include:
• Perform and manage Information Management tasks and activities.
• Implement Policy Direction and Instructions to managed information.
• Create, update and publish publications, general forms, records, and administrative communications.
• Manage and control resources, publish postal services, records management, and staff support.