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Customer Support Engineer

Date:  Jun 12, 2021

Columbia, MD, US

Requisition ID:  29519

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.


Candidate must be located in the United States. This role is not eligible for visa sponsorship.Works to become a subject matter expert in one or more areas of software engineering May have a specific focus in one or more of the following: designs, deploys, and supports best in class software, development processes and software development tools; develops tasks including module design and coding, debugging, and documentation of application programs and systems level programming; conducts systems programming and systems support activities; develops coding and design tasks to ensure software meets specified performance, scalability and reliability requirements; defines model interfaces/formats for performance simulation; defines the module specific requirements for software development projects; designs, analyzes, plans, and modifies network components supporting communication implementation activities; provides support to customer and account teams to understand customer requirements and responds to customer problems. Works on multiple projects simultaneously. Domain and technical leadership in at least one project area. Demonstrates deep understanding of the impact on one or more projects. Develops technical solutions to complex problems that require regular use of creativity.




This position would be responsible for design, implementation and on-going support of Integrated Contact Center applications, utilizing the full Avaya Aura Contact Center product suite, CCElite and Oceana.  Duties may include:


  • Implementation process development
  • Solution design development and documentation
  • Component configuration and deployment
  • Interoperability testing
  • Data Analysis
  • Strong Troubleshooting skills





  • 5- Bachelors or related field experience
  • 3 years experience at the Engineer Two level or 5 – 8 years total experience
  • 8+ years of hands-on VOIP/SIP experience
  • 5+ years of experience with Avaya communications solutions
  • Strong programming & design skills within the implementation of AACC




  • Expertise in large scale Enterprise Telephony Solutions
  • Excellent writing and communication skills
  • Proficiency in Microsoft Excel
  • Any hands-on experience with any of the follow is a plus:
    • Unified Communications – Video Conferencing, Softphones
  • Ability and desire to learn independently
  • Ability to manage time well and meet multiple deadlines


5 - 8 Years of Experience


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at https://www.avaya.com/en/privacy/policy/ and applicable Privacy Statement relevant to this job posting accessible at https://www.avaya.com/en/documents/info-applicants.pdf. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf

Nearest Major Market: Baltimore