Network Engineer, Sr (Avaya)
Atlanta, GA, Birmingham, AL, or Chicago (Naperville), IL
1-3 year contract – FT potential

We are seeking a Sr Avaya Engineer to assist with implementation and support of Avaya PBX based solutions in a multi-location contact center environment. The platform consists of Contact Center voice systems such as PBX, IVR, ACD, reporting systems, voicemail, call recording, call routing within the network and VoiP environment. This role will have oversight, administration, and troubleshooting of Avaya equipment, vendor activities and circuit provisioning. This person must become acclimated to the company’s applications, telecommunication systems, VoiP integration, and is able to manage changes within the environment and its effect to related cross-project initiatives.

Required Knowledge & Experience
The primary responsibility for this role is engineering, maintenance, and support of Avaya’s latest versions of CM, SM, CMS, AES, and voicemail are required. Knowledge of call recording, workforce management, and reporting solutions would be a plus.

• Advanced knowledge of Avaya Communications Manager with an ACD in a distributed environment
• Working knowledge of Avaya Session Manager
• Advanced knowledge of VoIP (H.323 and SIP) and TDM (ISDN)
• Advanced knowledge of Avaya Gateways
• Advanced knowledge of Avaya CMS
• Working knowledge of AES & AAEP
• Working knowledge of Session Border Controllers (Avaya Sipera and/or Oracle)
• Knowledge of Window & Linux based systems
• Collaborate with Engineers from other IT organizations (e.g., Application Services, VM team, Compute, Field Ops, etc.).
• Maintain strategic relationships with key infrastructure vendors.
• Research industry guidance, frameworks, and best practices.
• Communications, awareness, and high-level education regarding technology strategy to Network Services and Voice/Telecom discipline.
• Ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments
• Ability to negotiate with and influence others – internally as well as vendors
• Ability to build relationships and work in a team atmosphere

Duties & Responsibilities
Ability to assist with Tier III support of voice system issues such as but not limited PBX, CMS, Communication Manager, Session Manager, System Manager, Avaya One-X Communicator/Agent, and Voicemail. Occasionally manage moves, adds and changes to including remote agents, programming, design, routing and ongoing support where needed.

• Responsible for design, Implementation, and support the Avaya telephony infrastructure including: Avaya CM, SIP, Session Border controllers, IVR, Session Manager, VoIP, CMS, Voicemail, Dialer solutions, Call Accounting, Call Recording, Voice announcement Scripts, and various Call Center applications
• Responsible for Implementation, maintenance and troubleshooting of Avaya media servers and gateways running Avaya Communications Manager R6.0 and above; and CMS in a dispersed voice network that includes multiple call centers, data centers and corporate offices
• Familiarity to work with VDN, Vector & Variables programming would be greatly desired
• Participate in planning, design, implementation and management of projects that may include new locations, onboarding new customers, and deploying new technologies across the network
• Proactively analyze, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner. This includes managing vendors and communicating status to management.
• Documents and train call center personnel to perform routine system administration and maintenance on local or remote locations
• Keeps documentation up to date for all telecommunications systems such as toll-free numbers, call center routing, trunking, and circuits.
• Collaborate with other IT team members to develop design strategies and implementation plans for new initiatives and/or to resolve problems.
• Cooperates with end-users and various lines of businesses in developing solutions in creating efficiencies pertaining to voice related processes that may impact the business
• Provide application support and testing for system patching, hardening and hardware/software upgrades, system updates and break/fix remediation.

Education/Experience

• Bachelors in Computer Science or an Engineering field strongly preferred; (10) years of relevant technical experience is an acceptable substitute related work experience in the assigned function such as Avaya Telecom & VoIP technologies.

• Savvy understanding of telephony and network protocols – SIP, RTP, RTCP, DNS, DHCP.
• Hands on experience with voice applications –Dial Plans, Call Routing, Translation patterns, Voicemail, Recording and Monitoring.

The compensation range for this position is $50 to $60      
(dependent on factors including but not limited to client requirements, experience, statutory considerations, and location).
*Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA)
 
Synergis is proud to be an Equal Opportunity Employer.  We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
 
For immediate consideration, please forward your resume to dwicks@synergishr.com
 
If you require assistance or an accommodation in the application or employment process, please contact us at dwicks@synergishr.com.
 
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
 
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at ww.synergishr.com.