Principal Avaya Engineer

An exciting opportunity for an Avaya Engineer to join one of our large financial services clients! Our client is currently going through a multi-year, phased out project to migrate from Avaya to a new CCaaS platform, and they are needing an IT professional with expertise in Avaya Communication Manager (CM), Session Manager (SM), and Session Border Controller (SBC).

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* Please note:

Our client currently needs someone that has experience with the latest Avaya version (10.x)**

KEY DETAILS:

• 6-month contract to permanent opportunity
• This role is full-time, 40 hours/week Monday to Friday

POSITION OVERVIEW:

This role is essential in ensuring the design, deployment, optimization, and maintenance of Avaya telephony solutions, with a focus on troubleshooting and configurations. The ideal candidate will have a deep understanding of Avaya’s unified communications environment and a proven track record in troubleshooting, upgrading, and optimizing complex telephony systems.

RESPONSIBILITIES:

• Perform root cause analysis and run logs and traces
• Heavy troubleshooting and configuration in Avaya version 10.x
• Architect, design, and configure Avaya Communication Manager (CM), Session Manager (SM), and Session Border Controller (SBC) configurations to meet business needs.
• Develop and manage integration strategies between Avaya CM/SM and other enterprise communication systems (e.g., VoIP, SIP).
• Ensure that all systems are appropriately configured to provide scalable and reliable communication solutions.
• Lead the configuration and management of Avaya CM, SM, SBC, and CMS/ ECH to meet operational requirements.
• Design and implement integration between Avaya solutions and external systems such as CRMs, IVRs, and cloud-based services.
• Perform regular system maintenance, including patching, upgrades, and tuning, to optimize performance of Avaya CM/SM and SBC solutions.
• Troubleshoot and resolve complex issues across CMS, CM, SM, and SBC systems, ensuring minimal downtime and disruption to business operations.
• Provide 24/7 support for critical systems, ensuring timely resolution of issues and incidents.
• Identify bottlenecks, conduct root cause analysis, and provide solutions to optimize system performance.
• Generate reports and analyze usage patterns to ensure that systems are being utilized effectively.
• Maintain detailed documentation of system configurations, architectural changes, and troubleshooting processes.
• Provide training to internal staff and end users on the setup, operation, and troubleshooting of Avaya systems.
• Strong hands-on Avaya reporting solutions and able to generate reports in quick time

EXPERIENCE REQUIRED: Minimum of 5+ years of experience with Avaya systems, including Avaya Communication Manager (CM), Avaya Session Manager (SM), Session Border Controller (SBC), and CMS/ECH.

TECHNICAL EXPERTISE:

• In-depth knowledge of Avaya CM, SM, and SBC platforms, including SIP integration, call routing, and security configurations.
• Proficiency in Avaya CMS, including configuration, reporting, and managing performance data.
• Hands-on experience configuring and managing SBCs, including session management and voice quality assurance.
• Solid understanding of telephony protocols, including SIP, RTP, and H.323.
• Strong troubleshooting and diagnostic skills for both hardware and software issues across the Avaya suite.
• Experience with complex VoIP setups and integration challenges.

Mid-Senior level

Full-time

Information Technology