Job Description

Job Title: Senior Avaya Telecom Engineer

Location: Charlotte, NC

Key Responsibilities

• System Design & Implementation:
  • Architect, deploy, and optimize Avaya Aura Communication Manager (CM), System Manager (SMGR), Session Manager (SM), Element Management System (EMS), Session Border Controller (SBC), Application Enablement Services (AES), and SIP trunking solutions.
  • Integrate Avaya platforms with third-party applications and telco services for PSTN connectivity.
• Operations & Support:
  • Provide advanced troubleshooting and technical support for Avaya systems, including incident and problem management for CM, SMGR, SM, EMS, SBC, AES, and SIP environments.
  • Perform moves, adds, changes (MACs), upgrades, and patch management for Avaya infrastructure.
  • Monitor system performance, conduct capacity analysis, and ensure compliance with enterprise standards.
• Security & Compliance:
  • Manage secure API access, data encryption, and system backups.
  • Ensure systems meet regulatory and business continuity requirements, including E911 integration.
• Collaboration & Documentation:
  • Work closely with cross-functional teams (network, security, application owners) to deliver integrated voice solutions.
  • Develop and maintain technical documentation, procedures, and training materials for support staff and end-users.
• Continuous Improvement:
  • Stay current with industry trends and Avaya technology advancements.
  • Recommend and implement new features, upgrades, and process improvements.

Required Skills & Experience

• Technical Expertise:
  • 5+ years' hands-on experience with Avaya Aura platforms (CM, SMGR, SM, EMS, SBC, AES).
  • Deep understanding of SIP trunking, VoIP protocols, and telephony infrastructure.
  • Experience with installation, configuration, and troubleshooting of Avaya systems and media gateways (G650, G450, G430).
  • Familiarity with integration of Avaya with other enterprise applications and cloud services.
• Certifications:
  • Avaya ACIS/ACSS certifications preferred.
  • Additional certifications in networking (CCNP Collaboration, etc.) are a plus.
• Soft Skills:
  • Excellent problem-solving, communication, and interpersonal skills.
  • Ability to mentor junior engineers and collaborate across teams.

Preferred Qualifications

• Experience with large-scale enterprise deployments and migrations.
• Knowledge of related technologies (Cisco Unity, NICE, Verint, RedSky E911).

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