Job Description
Responsible for customer facing support of the telephony infrastructure
Design and implement Avaya-based voice communication solutions, including Avaya Aura Communication Manager, Session Manager, System Manager, and associated components.
Develop and execute project plans, including requirements gathering, system architecture design, implementation, testing, and documentation.
Configure, optimize, and troubleshoot Avaya voice systems to ensure maximum performance, reliability, and availability.
Perform advanced troubleshooting and root cause analysis of voice-related issues and provide timely resolution or escalation when necessary.
Collaborate with cross-functional teams to integrate Avaya voice systems with other technologies, such as contact center applications, unified communications platforms, and network infrastructure.
Lead and mentor junior engineers, providing guidance and knowledge transfer to enhance the overall technical capabilities of the team.
Stay updated with the latest Avaya technologies, industry trends, and best practices to recommend improvements and innovative solutions.
Conduct system performance monitoring and capacity planning to proactively identify and address potential bottlenecks or issues.
Collaborate with vendors and service providers to ensure effective support, maintenance, and upgrades of Avaya voice systems.
Participate in on-call rotation and provide support during off-business hours, as needed.
Required Skills & Experience
15+ years of hands-on experience in designing, implementing, and supporting Avaya voice communication systems.
In-depth knowledge of Avaya Aura Communication Manager, Session Manager, System Manager, and associated components
Familiarity with Avaya physical hardware (S8300s/LSP, G450 and G650) and troubleshooting various software and hardware issues.
Experience deploying, configuring, and supporting Avaya Agent for Desktop, Avaya Workplaces for Desktop, and Avaya Workplaces for iPhone.
Working understanding of the following applications: Avaya EliteMultichannel, Avaya Contact Analyzer, Avaya CentreVu Supervisor, Verasmart/Calero ECAS CDR, NICE Uptivity.
Strong understanding of Voice over IP (VoIP) technologies, protocols (SIP, H.323, RTP), and codecs.
Proficiency in configuring and troubleshooting Avaya endpoints, gateways, media servers, and session border controllers (Ribbons preferred).
Work with telephony carriers to troubleshooting routing issues, redirecting numbers, and running reports
Experience with Avaya contact center solutions, such as Avaya Call Center Elite
Work with business users to create new contact center solutions including , EAS skill-based routing, AVR, VRT tables, and Vector Variables, etc.; understand how to dissect existing AVRs.
Solid understanding of network protocols, LAN/WAN technologies, and network security principles.
Nice to Have Skills & Experience
Knowledge of Call Recording, Screen Capture, and Quality monitoring applications; NICE Uptivity experience is a plus
Experience with Microsoft Teams Voice and Cloud Contact Center Technologies is a plus
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.