AVAYA Telecommunications Engineer

Sierra7


Sierra7, Inc. is seeking an AVAYA Telecommunications Engineer to provide remote support to our government clients AVAYA voice system (VS) and PBX Operation and Maintenance (O&M) for the Community Care Enterprise Call Center (CCECC) and other multiple client call center facilities in accordance with AVAYA OEM specifications. This will be a fast paced and fully remote position that will require 24/7 on-call readiness to assist requests from end-users and government telecom leadership. This person will be organized, very responsive, an “expert” on Avaya (RED) platforms/products, and a self-starter with the ability to thrive in a team environment. Experience with Call Center Management and/or environment is required. It is imperative that end-users have constant service availability as these call centers support mission-critical services for the government.

Position Responsibilities:
  • Attend weekly and monthly service meetings as required
  • Perform daily checks for CCECC environment
  • Monitor VA Service Now (SNOW) ticketing system and perform troubleshooting activities for resolution to assigned tickets
  • Work with end-users to resolve issues related to all AVAYA equipment
  • Open AVAYA Service Requests as needed
  • Update/modify user accounts in AVAYA equipment
  • Open Carrier tickets and work with various carriers to resolve Telco issues
  • Install patches onto servers for operating system or application update/repair
  • Update VA management with incident situational specific events as needed
  • Act as Subject Matter Expert (SME) or project lead on assigned projects or expansion of features or service levels

Required Skills and Experience:
  • Expert Understanding of AVAYA (RED) platforms and products
  • Experience supporting AVAYA Voice Systems
  • Experience with Call Management System (CMS) and supporting call center environments
  • Familiarity with PRI’s, SIP, trunking, and Telco
  • Familiarity with resolving PBX problems and Critical PBX failures
  • Experience with server patching and maintenance
  • Experience with Service Now (SNOW) ticketing system and service requests
  • 24/7 remote availability to support critical government call center tickets and urgent requests
  • Ability to work individually or in a virtual team setting with strong abilities to perform in a team environment
  • Exceptional verbal and written English communication skills
  • Exceptional Customer Service skills
  • General experience with machine/server certificates (desired)
  • General experience with VM Ware (desired)
  • General experience Linux operating system (desired)
  • Experience using and/or supporting the following HW/SW and applications
o Avaya Workforce Optimization (WFO)
o Avaya Aura Messaging (AAM)
o Call Management System (CMS)
o Avaya Contact Recorder (ACR)
o Avaya Application Enablement Server (AES)
o Avaya Aura Experience Portal (AEP)
o Proactive Outreach Management (POM)
o Avaya Session Manager (ASM)
o Communication Manager (CM)
Qualifications:
  • Bachelor’s Degree in computer science, electronics engineering or other engineering or technical discipline and five (5) years of telecommunications PBX/switch experience. Three (3) years of additional relevant experience may be considered in lieu of degree.
  • Active AVAYA Certifications, or the ability to obtain within 90 days of hire

Clearance Required:
  • MBI – Moderate Background Investigation


Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Sierra7 will not provide sponsorship for employment-based immigration benefits for this position. To be considered for this position all candidates must be a US Citizen. This position is not a C2C opportunity.

Sierra7 is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Equal Opportunity Employer Veterans Disabled

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