Senior Technical Account Engineer - BAE Systems

Senior Technical Account Engineer - BAE SystemsAvaya is looking for a Senior Technical Account Engineer to serve as the senior technical leader for a critical BAE Systems AP2 environment in Northern Virginia. This is not a traditional Tier 3 support role. You will be the customer's trusted technical advisor and the senior engineering authority for the account—owning complex technical issues, leading high-priority escalations, strengthening technical governance, and providing hands-on technical leadership across a sophisticated enterprise communications environment.You will work directly with BAE customer stakeholders while leading and mentoring the engineers supporting the account. You'll be expected to understand the environment end-to-end, diagnose complex problems across Avaya communications platforms, SIP, call flows, network infrastructure, Cisco, Linux, Active Directory, and integrated third-party applications/CPE, and bring the right Avaya resources together to drive issues through resolution.The role is ideal for an experienced systems, communications, voice, network, or technical support engineer who enjoys being the person customers rely on when the problem is complex, the environment is mission-critical, and the solution requires both deep technical expertise and strong leadership.What You'll OwnBe the Technical Authority for the AccountServe as the primary technical SME and customer-facing engineering leader for the BAE AP2 account. Develop trusted relationships with customer engineering, IT, infrastructure, and operational stakeholders. Understand the customer's technical environment, dependencies, priorities, and risks. Act as the senior technical point of contact for complex issues and customer concerns. Translate customer requirements and technical challenges into actionable plans for Avaya teams. Participate in technical governance and customer meetings, providing status, risk assessments, recommendations, and technical direction.Solve Complex Enterprise Communications ProblemsThis role requires someone who can go beyond individual product troubleshooting and understand how an enterprise environment works as a whole. You will troubleshoot and resolve complex issues involving: Avaya Aura and enterprise communications platforms Aura Releases 6, 7, 8, 9, and 10 SIP and SIP signaling Call flows and call-flow troubleshooting G650 Network infrastructure and routing Cisco environments DNS / DHCP LDAP / Active Directory Linux ServiceNow Third-party applications and customer-premises equipment (CPE)You will perform both Break/Fix troubleshooting and implementation consulting, working across technology layers to isolate root cause and determine the appropriate path to resolution.Lead Critical EscalationsOwn high-priority and complex technical escalations from initial assessment through resolution. Lead troubleshooting efforts during critical customer-impacting incidents. Coordinate Engineering, Product, Support, and other Avaya resources as required. Drive root-cause analysis and corrective action. Maintain clear and proactive communication with customer stakeholders throughout an escalation. Identify recurring issues and proactively address technical risks before they become major customer-impacting events.Lead and Mentor the Engineering TeamProvide technical leadership and mentorship to the two engineers currently supporting the account. Serve as their senior technical escalation point. Guide engineers through complex troubleshooting and customer issues. Establish technical standards, best practices, and operating procedures. Help strengthen the team's technical capabilities and ensure appropriate coverage for the customer environment. Promote knowledge sharing and continuous improvement.Strengthen Technical GovernanceBring greater technical rigor and operational discipline to the customer relationship. Partner with account leadership to identify technical risks, opportunities, and areas for improvement. Ensure technical commitments and action items are clearly defined, tracked, and communicated. Develop and maintain technical documentation, troubleshooting procedures, escalation processes, and knowledge resources. Help ensure the customer's technical priorities remain aligned across Avaya organizations.What We're Looking ForWe are looking for an experienced engineer who combines deep technical capability with customer leadership. Required 8+ years of experience in systems engineering, communications engineering, network engineering, technical support, software engineering, or a related technical discipline. Hands-on experience supporting Avaya Aura environments. Strong SIP knowledge and troubleshooting experience. Demonstrated ability to analyze and troubleshoot call flows. Experience with enterprise network infrastructure and integrated third-party applications/CPE. Working knowledge of Cisco, Linux, Active Directory/LDAP, DNS, DHCP, routers, and ServiceNow. Experience supporting complex enterprise communications or IT environments. Experience leading complex technical customer engagements and escalations. Demonstrated ability to troubleshoot problems spanning multiple technologies and infrastructure layers. Experience providing technical leadership or mentorship to other engineers. Strong customer-facing communication and relationship-building skills. Ability to communicate effectively with both highly technical audiences and senior customer stakeholders. Ability to operate calmly and effectively during high-pressure, customer-impacting incidents. Active TS/SCI clearance. Active Full-Scope Polygraph — required prior to hire. U.S. work authorization required; no visa sponsorship available. Ability to work in the Northern Virginia / Dulles, VA area.Preferred Experience supporting BAE Systems or other defense/intelligence customers. Experience supporting federal government or mission-critical environments. Experience with multiple generations of Avaya Aura. SIP certification or equivalent demonstrated expertise. Deep voice/telecommunications and IP networking experience. Experience with G650. Strong Cisco networking experience. Experience with government security or compliance environments. Experience with CMMC, FedRAMP, FISMA, or similar frameworks. ITIL certification or experience working in an ITIL-based support organization. Experience managing major incidents or enterprise technical escalations. Experience leading distributed engineering or technical support teams.