Network Lead

Senior Avaya Contact Center Telecom Engineer

The Senior Avaya Contact Center Telecom Engineer is responsible for the design, implementation, maintenance, and support of Avaya telecommunications systems, Contact Center, Call Recording and Wallboard solution across the enterprise. This role ensures high availability, security, and seamless integration of Avaya solutions, supporting business-critical voice and unified communications services.

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 (Client), Application Enablement Services (AES), and SIP trunking solutions.
• Architect and maintain Swampfox Contact Center Environment
• Architect and maintain Verint SaaS Call Recording Environment
• Architect and maintain Korbyt Wallboard Environment
• 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, Client, 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

Technical Expertise: 5+ years' hands-on experience with Avaya Aura platforms (CM, SMGR, SM, EMS, Client, 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). Proven track record in project management and vendor coordination.