On-Site Certified Call Manager Technician

Full Time

Dover Air Force Base, DE, Dover, DE, US

Position Summary

LCI is seeking an On-Site Certified Call Manager Technician to install, configure, and maintain Avaya Aura Communications and Session Manager IP telephony systems.

Individuals must be able to attain and maintain a valid US Government security clearance to be retained in the position

Duties & Responsibilities

• Lead the installation, configuration, and end-to-end maintenance of Avaya Aura Communication Manager and Session Manager.

• Manage and troubleshoot complex IP telephony systems to ensure high availability and seamless communication.

• Perform routine maintenance, system upgrades, and advanced troubleshooting for mission-critical voice environments.

• Provide management to complex communications project which may include IT, Network, Communications, and Telecommunications.

• Manage IP telephony and VoIP technologies, including network or voice quality issues.

• Perform patches, upgrades, and migrations for communication systems.

• Manage enterprise-wide UC Implementation: migrations from legacy Avaya/Centrex systems to SIP-based unified communications platforms.

• Provide advanced technical troubleshooting support for voice systems and troubleshooting voice-over internet protocols (VoIP).

• Perform moves, additions, changes (MACs) and manage call center environments operational support.

• Work with IT teams to address user requests and provide system training.

• Configure Avaya Aura platforms, including IP Office and Communication Manager.

• Lead troubleshooting support for key telephony system issues (IVR, Avaya, Verint) and ensuring high availability.

• Provide complete Operation and Maintenance (O&M) on the Local Session Controller (LSC) and all peripheral equipment to include any and all security requirements.

• Technical Support: Managing IP telephony and VoIP technologies, including network or voice quality issues.

• Provide advanced expertise and proven experience with system operations and support, radio communications, antenna/tower communications, telecommunications.

• Read, interpret, and develop engineering specifications and drawings.

• Understand technical documents, architectural plans, floor plans, site survey reports, test plans, schedules, procedures and acceptance test reports, equipment performance, operational test and feedback to the proper individuals/departments.

• Configuration management to evaluate proposed changes/upgrades to the infrastructure (hardware/software).

• Provide management and reporting of work request utilizing the Army’s Enterprise Remedy automated work order system, to track and work customer requests.

• Input data of work requests that are processed in the Workload Analysis Report.

• Support troubleshooting and resolution of voice/data communication installations, upgrades and problems across the enterprise.

• Supervise team of multi-disciplined telecommunications professionals.

• Manage training and certification of employees.

• Must be detailed and safety oriented.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

• BS in IT-related or Telecommunications or equivalent technical degree or equivalent experience

• 5+ years of relevant experience required

• Avaya telephony administration

• VoIP, SIP protocols, networking, and Avaya Aura platforms.

• DoDD 8570 IAT Level II Certification – CompTIA Security+ - Required

• Certifications: Avaya Professional or Specialist certifications (e.g., ACIS or ACSS) are highly valued.

Skill & Certification Requirements

• IAT Level II or Equivalent Security+

• Familiarity with Avaya Communication Manager, Session Manager, System Manager, and Communication Control Toolkit (CCT).

• Avaya Aura Platforms Avaya System Management: Installing, configuring, and maintaining Avaya Aura Communication Manager (CM), System Manager (SMGR), Session Manager (SM), and Avaya CMS.

• SIP trunking and VoIP troubleshooting.

• Contact Center Technology

• Certification: Avaya Implementation Professional Specialist (AIPS) or Support Professional Specialist (ASPS).

• SharePoint Documentation

• Proficient in troubleshooting techniques

• May be required to lift more than 50lbs

• Position requires sitting, standing, keeling for long periods of time

• LCI is an Equal Opportunity Employer/Veterans/Disabled

Leader Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email View email address on click.appcast.io