Candidates who can work on w2 can only apply for this role. NO C2C or w2 referrals.
Overview
Seeking a senior-level engineer with deep expertise in Avaya Contact Center and Voice platforms to support the Real-Time Collaboration (RTC) Contact Center Engineering organization. This role is responsible for engineering, implementation, and program delivery support for large-scale, high-availability Contact Center platforms aligned to “never down” service objectives.
The candidate will operate at the intersection of engineering execution, program delivery, and senior leadership communication, supporting complex, fast-moving initiatives.
Key Responsibilities
- Lead implementation and configuration of Avaya Contact Center solutions based on approved engineering designs.
- Partner with program delivery teams to develop timelines, milestones, and engineering execution plans.
- Support business-driven initiatives and ensure alignment with enterprise architecture standards.
- Provide clear, structured status updates and risk articulation to senior leadership.
- Develop and maintain engineering documentation, including:
- Build guides and configuration standards
- Bill of Materials (BOMs) and cost estimates
- Infrastructure and placement requests
- Provide L3/L4 engineering support for complex, integrated voice environments.
- Create and maintain installation, configuration, and operational procedures for core Avaya platforms.
- Participate in cross-functional design and troubleshooting efforts across voice, network, and application teams.
Required QualificationsRequired Technical Skills (Must Have)
- Avaya Voice / Contact Center Platforms
- Avaya Communication Manager (ACM)
- Avaya Session Manager & System Manager
- Avaya AES, CMS, Media Servers
- Call Center Engineering
- ACD/PBX programming
- IVR, vectors, adjunct routing, call flows
- VoIP & Networking
- SIP, RTP/RTCP, H.323
- QoS configuration, jitter analysis, bandwidth optimization
- LAN/WAN networking fundamentals
- Infrastructure & Integration
- SBCs, SIP trunking, ISDN/PRI
- CTI integrations
- Multi-layered, enterprise-scale environments
- Tools & Platforms
- Visio, PowerPoint (executive-ready communication)
- Engineering documentation and diagramming tool
Professional Competencies
- Strong program delivery mindset (timeline creation, dependency management, execution tracking)
- Ability to communicate effectively with senior leadership and technical teams
- Proven ability to operate in high-pressure, time-sensitive environments
- Strong analytical, troubleshooting, and problem-solving skills
- Self-directed, highly motivated, and capable of owning outcomes end-to-end
- Experience working across globally distributed teams
Experience & Education
- 8+ years of Contact Center / VoIP engineering experience
- Bachelor’s degree in Telecommunications, Computer Science, or related field (or equivalent experience)
- 7+ years of hands-on experience implementing and supporting enterprise voice solutions
Desired QualificationsNice to Have (Preferred Skills)
- Experience with certificate lifecycle management, including use of Venafi or similar enterprise certificate management platforms
- Experience with license management across Avaya Aura stack, including:
- License tracking, compliance, and optimization
- Coordination with vendors for entitlement and renewals
- Exposure to Intrado E911 solutions
- Familiarity with NICE call recording platforms
- Knowledge of TCP/IP deep-dive troubleshooting
