Summary:

The Avaya Engineer plans, designs, implements, maintains and/or manages the multiple levels of support of the voice communications network. This position is responsible for the support of legacy voice communications systems as well as the development and analysis of complex, leading edge technology communications systems to align with business strategy for future replacement.

Responsibilities:

· Responsible for daily maintenance and support of the PBX environment.

· Responsibilities include installing, configuring, maintaining, supporting, and optimizing all voice communications systems and services, voicemail systems, and teleconferencing environments.

· This position will analyze and resolve telecommunications circuit issues and support user needs where required.

· Submit and manage service requests with vendors and service providers as required.

· Provide expertise on solutions, decisions, security, and priorities regarding the voice environment.

· Develops and maintains technical standards, procedures, and techniques for the resolution of voice service issues to ensure maximum system availability and performance levels.

· Drives the establishment and implementation of standards and guidelines that guide voice network solutions across the enterprise in a secure manner.

· Responsible for after-hours on-call, monitors incident management queues, and follows service level agreements (SLAs) to align with operational performance goals.

· Participates in scheduled and unscheduled system maintenance including change management, on-call, and off-hour systems support.

· Acts as the liaison and subject matter expert between the architecture, security, and engineering teams to integrate technical solutions to existing multifaceted, complex, customer facing production environments and end user devices and applications.

· Participates in product evaluations, systems testing, certification, and product lifecycle management.

· Responsible for change management procedures and detailed ownership, planning, and execution of highly complex, secure, high risk, multifaceted changes.

· Provide technical guidance and leadership to project teams and individuals as appropriate.

· Provide expertise for all voice communications and related technical designs.

· Respond, analyze, and follow up on outstanding voice communications related issues at all levels; ensure timely problem resolution.

· Strive to improve communications and teamwork across organizations.

· Other key functions include vendor management, carrier management, incident management, problem management, capacity management, service acceptance, event management, performance management, and standards compliance, with a focus on service restoration, sustainability, and proactive service improvement.

· Additional duties as assigned.

Qualifications:

· Bachelor’s degree in computer science/Management Information Systems related field or equivalent work experience

· 10+ years experience in telecommunications and maintaining a PBX environment.

· 7+ years experience in an Avaya Aura Communications Manager environment.

· Experience in SIP environment including Avaya Workplace, SIP Trunks/SIP endpoints as well as H.323 devices.

· Ability to trace and troubleshoot SIP calls utilizing Avaya SBC and Session Manager

· Ability to analyze and oversee the design of highly complex voice network products, projects, and services to meet corporate needs.

· Strong analytical\trouble shooting skills with extensive work experience; experience in providing situational analysis for voice communications.

· Strong verbal and written communication.

· Excellent customer orientation, support, and interfacing experience with ability to persuade, convince, or influence others to take appropriate action.

· Ability to lead and impact others at all levels of the organization.

· Proven success in dealing with concurrent problems and issues effectively in a dynamic, high-pressure environment.

· Advanced understanding of business strategy as it relates to the voice environment.

· Innovative and highly skilled professional with advance knowledge of networking and voice technologies and services.

· Strong working knowledge of networks/vlans with the ability to apply analytical and troubleshooting skillsets to solve complex problems within Telecom and across IT disciplines.

· Technical aptitude should be balanced with strong business skills that demonstrate excellent communications, interpersonal, and professional skills, including integrity, self-motivation, adaptability, and dependability.

· Familiarity with the following technologies and other related programs; Ability to learn new programs as needed.

Avaya Aura Communications Manager v 8.1 and above
Level 1,2, and 3 support including Station programming, Hunt Groups, Vector Routing, ACD Agents and Supervisor, EC500, ECF, station MAC’s
SIP call tracing from Session Manager and SBC
Route Patterns
SIP Trunks/ Management in SMGR and CM
Avaya CMS – ACD Call Routing
Avaya 9611 G H.323 Phones and 9611 SIP Phones, B189, B199 SIP Conference Phones
Avaya System Manager and Session Manager, SBC’s, Policy Server, SAL GW, Aura Messaging – Application servers, Utility Servers, and VM storage servers
Familiar with VM builds, OVA files and server configuration.
VMWare ESXI Hosts
Avaya Workplace Application and 1X Communicator/ Workplace Agent and 1X Agent
Monitor certs for expiration dates and renew system certs as required.
Proactively monitor Avaya system alarms and address active alarms as required.

K2 Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.

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