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Advanced Cloud and Avaya Aura Support Senior Engineer

Date:  Jun 13, 2022

Coppell, TX, US

Requisition ID:  33041


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


Responsible for providing expert operations and support services of Public Cloud (GCP/AZURE) infrastructure (Kubernetes, Virtual Machines, Virtual Networks, Database, Storage, etc.), applications (Avaya UCaaS, Avaya CCaaS, OEM, and 3rd Party Vendor) and Micro-Services. Must have the ability to be engaged across multiple and simultaneous workflows (break/fix, MACD, planning, patching, release promotion, etc.) and work with cross-functional teams to resolve issues for internal and external customers. Acts as the SME for complex issues, the internal representative for critical escalations, and displays expertise in Cloud Platforms and Services technologies, Avaya applications, networking, protocols, and customer situational management. Works with management and teams to implement solutions and prevent issues. Works on problems of diverse scope. May include mentoring lower-level engineers.

  • Avaya Solutions and Technology business unit is Avaya’s core R&D, design, development, and operations unit. Part of the Cloud Outreach & Operations Program in maintaining & managing Avaya’s real time communication applications/services/solutions deployed in the Cloud Platform.
  • Assist stakeholders with deployment of their applications/services to the Cloud platform (GCP/AZURE)
  • Plan and implement changes to the Cloud Platform (GCP/AZURE), Services and Applications in accordance with Change Management process.
  • Participate in Cloud operations on a day-to-day basis maintaining continuous availability, durability, scale, and up time of the platform as well as services/applications
  • Participate in Cloud Support on a day-to-day basis working with operations and support teams to resolve issues as quickly as possible.


Be part of Cloud Services team and work with other functional groups and stakeholders and ensure the Cloud Platforms and Applications are stable, up and running.

  • Participate in Cloud Operations and Support activities on a day-to-day basis maintaining continuous availability, durability, scale, and up time of the platform as well as services/applications
  • Troubleshooting, debugging and technically lead the team not only in the day-to-day activities, but also should be able to mentor them for the learning paths and transformations.
  • Monitor and manage Cloud based infrastructure (GCP/AZURE)
  • Participate in the 24x7 support for internal and external customers
  • Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority.
  • Manage Incident, Problem and Change Management requests remotely to Global Avaya Managed Service and Cloud accounts meeting SLA compliance.
  • Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.
  • Mentor team members based on skill and experience.



  • Previous exposure supporting global customers, working in 24*7 environment
  • Experience working in a Public Cloud, Private Cloud SaaS or Managed Service would be preferred
  • 8+ years of industry experience and 5+ years of hands-on experience in the following areas.



  • Extensive knowledge of any of the public cloud platform (GCP/AZURE).
  • Hands on experience in deployment of Microservices in Kubernetes based orchestration suites.
  • Experience with Kubernetes networking services, CNIs, load balancers and related technologies
  • Solid troubleshooting experience with Docker, Kubernetes, Containers and microservices architecture
  • Demonstrated experience with migrating an Enterprise class infrastructure and Applications to Public Cloud Platforms
  • Hands-on experience with infrastructure design, build, deployment and automation using Scripting, Ansible, or Terraform.
  • Should have working knowledge of Public/Hybrid Cloud/Virtualization, Windows/Linux servers, Database and Networking concepts.
  • Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc.
  • Demonstrated understanding of Avaya Aura (System Manager, Session Manager, CM)
  • Communication Manager 7.x and 8.x (Must Have)
  • Avaya Media Server
  • Avaya Experience Portal
  • Avaya Virtualization Platform/ESXI VMWare
  • System and Session manager 7.x and 8.x
  • CMM 5.x, 6.x, 7.x
  • Avaya Session Border Controller for Enterprise (ASBCE)
  • Avaya agent desktop clients E.g. Unified Client (E.g. Workspaces)
  • In-depth understanding of Session Initiated Protocol (SIP)
  • Experience with monitoring tools like Google Cloud Logging, Datadog, Prometheus, Grafana, AMSP, etc.
  • Prior experience in Telecommunications based solutions & technologies is an added advantage
  • Hands-on experience with infrastructure design, build, deployment and automation using Scripting, Ansible, or Terraform.
  • Ability to quickly assimilate technical and non-technical information
  • Ability to prioritize and multitask as needed
  • Outstanding collaboration and communication skills
  • ITIL knowledge and certification would be an asset
  • Demonstrated Oral & Written Communication skills & Team Player.



  • Full time role servicing Avaya Global Customers.
  • Willingness to work in a 24x7 environment.
  • Minimal travel required.
  • Position can be virtual office based.





  • Bachelor’s degree in Cloud Computing and Solutions, Computer Science, IT or Electrical Engineering
  • (Desired) Google Cloud Platform (GCP) and/or Microsoft Azure Certifications
  • (Desired) ITIL 3.x or 4.x Certification


(Colorado only*) Minimum salary of $95,800 + bonus + benefits.

Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.


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