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Customer Support Engineer - Remote East Coast Available

Date:  Nov 16, 2021

Columbia, MD, US

Requisition ID:  29520

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.


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.  Full time position with some opportunities to work flexibly and/or remotely.




  • Provide software support for integrated Avaya Aura Communication solutions utilizing Communications Manager, Systems Manager, Session Manager, Voicemail in a SIP environment
  • Programming, implementation, and professional services support on ACM (Avaya Communication Manager)
  • Expand Aura features to new customers including stations, trunking, ARS, AAR, UDP, CORs, COS, Hunt groups, coverage paths, VDN’s, vectors, announcements, and all other associated system features
  • Maintain integrity of resource tracking documents
  • Maintaining and developing programming automation tools
  • Provisioning of new phones, users, mailboxes, E911 utilizing the following: System Manager,  Communication Manager,  Session Manager, and Avaya Messaging


  • VOIP/SIP experience
  • Expertise in large scale Enterprise Cloud Solutions
  • 1+ years of experience with Avaya Aura communications solutions
  • Strong programming and design skills within the implementation of AVAYA Communication Manager, SMGR
  • Ability to manage time well and meet multiple deadlines
  • Excellent writing and communication skills
  • Experience with AVAYA ProVision
  •  MS Excel with XML and/or VBScript
  • Any hands-on experience with any of the following:
  • Avaya Contact Center Applications
  • Avaya Session Manager
  • Avaya SMGR
  • Avaya Messaging
  • Unified Communications – Video Conferencing, Softphones, CS1K, and AACC


  • 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
  • Expertise in large scale Enterprise Telephony Solutions
  • Experience in a Team lead role
  • 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).

Nearest Major Market: Baltimore