Sr Avaya Engineer

Sr Avaya Engineer
Chicago, IL - onsite 2-3 days/week in the loop, WFH 2-3 days/week

Essential Job Functions
We are seeking a Sr Avaya Engineer to drive an upcoming Avaya upgrade from 8 to 10, including the design/architecture and engineering the implementation. Given this is a full time role (not hiring just for this project), we are also seeking this person to engineer the Avaya platform to optimize uptime, and work with end users to resolving complex technical support issues.


You'll also have an opportunity to work with ancillary technology related to Unified Communications and Telecom, such as Microsoft Teams and the M365 platform.


What you'll be doing

• Maximize reliability, functionality, and integrity of telecommunications networks, systems, and services by performing traffic engineering, capacity planning, and problem trend detection and resolution.
• Develop, implement, and monitor methodologies for analysis, installation, and support of SIP voice communications.
• Interface with vendor support service groups (local, long distance, etc.) to ensure proper escalation during outages or periods of degraded system performance and communicate status of network problems, resolutions and events that impact system availability.
• Monitor user support request escalations to the team by email, phone, or our IT Service Management system. Triage, investigate, and address identified issues.
• Work with staff to escalate and resolve issues, which may include direct interaction with outside vendors.
• Design telecommunications solutions, which implement standards and performance requirements to maximize reliability, functionality, and integrity while minimizing costs and cycle time.
• Design telecom infrastructure and related systems to meet security requirements.
• Perform administration of the firm's telephone and voicemail system, which includes system programming, moves, adds, and changes.
• Implement technology/systems integration and acceptance testing.
• Implement requested changes with a strong emphasis on meeting established service levels.
• Implement the transfer of business and technology knowledge to those in the support role.
• Interact with business partners to research and identify alternatives, which will provide cost savings and/or increased operating efficiencies.
• Communicate problems and problem resolution plans with staff and superiors.
• Communicate with all areas to ensure efficient and effective handoff of problems and when transitioning the project to the support staff.
• Participate in the on-call team rotation which requires 24x7 availability to respond and actively work on escalations.

Skills we're seeking

• 7+ years of experience with Avaya Engineering
• Must have experience with Avaya Aura Platform

Nice to haves

• Microsoft Teams experience, ideally including Click to Call experience specifically
• Experience with the following Avaya Modules:
  • Avaya System Manager
  • Avaya Session Manager
  • Avaya Session Border Controller
  • Avaya Communication Manager
  • Avaya Aura Device Services
  • Avaya Workplace for Windows and iOS
• VMWare experience
• Windows Server or Linux experience
• Networking experience
• ITIL experience
• Certifications in Avaya or Microsoft Teams
• Bachelor's Degree in an IT related field