Avaya Voice Engineer Tier Iii

Continuant is a Managed Services Provider and Systems Integrator, offering multi-OEM legacy support and world-class solutions for UC and AV systems. We have an outstanding opportunity for a Cisco Collaboration engineer to join our team of highly motivated engineers and support staff.

We are seeking a Senior Avaya Aura Core Components Engineer (Tier III) to join our team of elite, industry leading support engineers. As a Senior Avaya Engineer you should have deep experience supporting the full scope of Avaya voice technology and enjoy troubleshooting and resolving system issues. You should also have extensive experience and knowledge of all Avaya Aura Core components and be the escalation resource.

What You’ll Be Doing:

• Design, deploy, and configure full suite of Avaya Call Management System (CMS) solutions to support Avaya contact center agents, supervisors, and all relative services
• Provide remote Tier/Level 3 support by troubleshooting, diagnosing, and resolving incidents related to all six components of Avaya Aura Core communication systems and associated technologies.
• Mentor and train junior technical staff to encourage team’s growth and development
• Utilize Avaya System Manager (SMGR) solution for deployments, configurations and support of Avaya Aura solution elements, applications, and services
• Provide telecom engineering support, advice and consultation to customer contacts, team members and other employees at Continuant
• Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc.
• Design, deploy, and configure Avaya Session Manager (ASM) solutions to support both Avaya and 3rd party SIP endpoints and trunks
• Work an on-call rotation with other support engineer team members. On-call work requires availability and after normal working hours and on weekends.
• Act as escalation point for complex and high priority customer incidents related to Avaya applications
• Design, deploy, and configure Session Border Controller (SBC) solutions to interconnect, transform, route and secure internal/edge sourced SIP services
• Perform system analysis and integration with other communications services and technologies
• Provide administration and configuration MACD-level support for all Avaya Core communication systems and associated technologies
• Be available for support calls with telephony service providers and onsite technicians
• Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements
• Provide Problem Management resolution on both software and hardware related issues
• Provide onsite support as needed

Qualifications

What You Need to be Successful:

Experience: 10+ years of directly related professional experience with superior technical abilities in one or more of the following primary products and technologies preferably in enterprise environments (in addition to qualifications listed below):

• Avaya CMS Administration, Maintenance, Script Development & Deployment
• Avaya Aura Media Server
• Avaya Aura Session Border Controller for Enterprise
• VMware (ESXi) Platforms
• Avaya Aura Communication Manager
• Avaya Call Center Software w/ Advanced Features & Services
• Avaya Aura Messaging
• Avaya Aura Session Manager
• Avaya Aura Application Enablement Services
• Avaya Workforce Management services and applications
• Avaya Aura System Manager
• Supporting SIP technologies and services
• Linux administration (at least 6 years experience)
• Avaya One-X applications
• Experience supporting multi-OEM environments preferred
• Avaya Aura Contact Center
• Avaya Aura Presence Services

Desired Certifications:

• Bachelor’s degree in Telecommunications, Engineering, Computer Science, Information Systems, or any other relevant and accredited academic discipline (or an equivalent combination of experience, training, and/or education)
• ACIS-7130 & ACSS-7230 Avaya Aura Communication Applications Integration
• VMWare Associate
• ACIS-7120 & ACSS 7720 Avaya Aura Core Components

Skills & Abilities:

• Ability to maintain current industry standard certification as required
• ACS credentials – IP Telephony and IP Maintenance preferred
• Exceptional verbal and written communication
• Ability to describe, communicate, and document troubleshooting steps performed, including Incident Response and Root Cause Analysis
• Professional level understanding of network architectures, technologies, and common voice protocols
• ACIS and ACSS certification in Avaya Aura Core components and Contact Center
• Working knowledge of ITIL practices, ITIL Foundation Certification preferred
• Microsoft Office Suite proficiency
• Unwavering dedication to the Customer Experience

Why Join Our Team?
We believe each person has the potential to grow, given the right environment. Our mission is to help each person advance their career and equip them with the resources and guidance to help them thrive. This is a great early career opportunity to join a tight knit and collaborative team with multiple avenues for growth within the company, as well as an on-the-job platform to build a diverse breadth of skills spanning multiple technologies.

Benefits:

• Matching 401(K) Program with 100% match
• Medical ($0 Premium), Dental, Vision Benefits
• PTO and 6-8 Paid Holidays
• Fitness Fund Reimbursement Program for gym memberships and massages
• Gym, Massage Therapist, Pickle ball Court, Chiropractor, and Nutritionist on-site
• Annual Portfolio Bonus
• Commuting benefits for in office positions

Learn more at www.continuant.com/about-us/careers.

Continuant takes pride in having a dynamic, diverse workforce. We are an Equal Opportunity Employer. Drug test and criminal background check are required at the time of employment. Continuant is a Drug Free Work Environment. Any candidate that tests positive for marijuana or ANY controlled substance and/or alcohol during a pre-employment drug/alcohol screening will not be eligible for hire.

Job Type: Full-time

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• Health insurance
• Vision insurance
• Paid time off
• Dental insurance
• 401(k)
• Life insurance
• 401(k) matching

Schedule:

• On call
• Monday to Friday
• 8 hour shift

Work Location: Remote