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Technical Support Senior Engineer


Columbia, MD, US

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Short Description

Senior Avaya core unified communications and Contact Center engineer responsible for design, implementation, configuration, daily operation and upgrading of core Avaya Aura Products including: System Manager, Session Manager, Communications Manager, Media Server, Voice Gateways G450/G430/G650, CM ESS and Local Survivability using Session Manager, Application Enablement (AES), Contact Center Products (Elite and Oceana), Avaya Experience Portal. Perform discovery of customer telephony environments for configuration and requirements gathering. Lead active deployment of Avaya Aura contact center communication systems. Develop and implement call routing plans, vectors, VDNs, IVR scripts. Configure and Implement internal CA certificates throughout the applications deployed for the customer. Troubleshoot L2/3 level incidents on core AVAYA products. Participate in P1/P2 escalation calls and provide customer timely updates. Open tickets and manage escalations with AVAYA and/or other manufacturers if necessary. Perform SIP Troubleshooting for SIP Phones and SIP Trunks. MINIMUM QUALIFICATIONS: Minimum 5 years minimum CC Engineer experience, OR combination of a bachelor’s degree in telecommunications, computer science or related field PLUS at least 2 years UC Engineer experience. Proven expertise with System Manager, Session Manager, Communication Manager, CCElite. 5+ years hands-on leadership of voice projects and teams related to Avaya Aura UC/CC deployments. 2+ years Avaya Aura System Manager 7.x. 2+ years Avaya Aura Session Manager 7.x. 2+ years Avaya Aura Communications Manager 7.x. 2+ years Avaya Aura Media Server 7.x. 2+ years Avaya Aura CCElite and Oceana. 2+ years Avaya Aura Experience Portal. 3+ years voice protocols such MGCP, H323, SIP, SIP Trunking. 3+ years complex dial plan configuration in Session Manager and Communication Manager. 3+ years call handler, auto-attendants and attendant console. PREFERRED QUALIFICATIONS (First consideration will be given to candidates who, in addition to having the above minimum qualifications, have one or more of the following):

  • Certifications
    • Avaya Prfessional Design Specialist (APDS)
    • Avaya Certified Implementatin Specialist (ACIS)
    • Avaya Certified Supprt Specialist (ACSS)
    • Avaya Certified Slutions Architect (ACSA)
  • 3+ years of Experience with QoS -
  • 3+ years of contact center experience
  • Knowledge of Avaya applications such as Equinox, Breeze and SBC
  • Knowledge of Avaya ESNA OfficeLinx
5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent
Bachelor degree or equivalent experience
Master degree or equivalent 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. 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