To progress my career and gain vital contact centre experience I was employed as an Avaya Specialist at, then, HeroTSC. A specialist outsource provider currently offering customer contact centre solutions to SKY, E.ON, Office Depot and Vodafone.
As the only telephony engineer in employment at HeroTSC, it was my responsibility to maintain the Avaya CM ACD, Call Recording (Magentic North), Voicemail/Auto Attend System (Asterisk) and CTI at 9 sites nationwide. I installed two contact centres for SKY based in Glasgow (Atlantic Quays) and Derby. I also installed Aspect SIP softphone for over 100 outbound agents for the Aspect driven predictive dialler.
I also resolved several issues in the Avaya ESS, CTI configuration on the MAPD cards and AES Servers that prevented the call recording system working for a number of months before my arrival.