Avaya Voice Engineer / Unified Communications Engineer

Job Summary

We are seeking an experienced Avaya Voice Engineer to support, administer, maintain, and troubleshoot Avaya Unified Communications systems. The successful candidate will be responsible for managing Avaya Communication Manager (CM), System Manager (SMGR), Application Enablement Services (AES), and Avaya IP Office (IPO) platforms, ensuring high availability, optimal performance, and excellent customer support.

The role involves system implementation, upgrades, maintenance activities, incident resolution, and collaboration with customers, vendors, and internal technical teams.

Key Responsibilities

System Administration & Support

• Administer and maintain Avaya Communication Manager (CM), System Manager (SMGR), AES, and IP Office (IPO) platforms.
• Perform system configuration, provisioning, and troubleshooting for telephony services.
• Manage SIP, H.323, digital, and analog telephony environments.
• Configure and maintain users, extensions, hunt groups, vectors, VDNs, and ACD functionalities.
• Monitor system health, alarms, and performance metrics.
• Perform routine preventive maintenance and system audits.

Incident Management

• Investigate and resolve voice-related incidents and service requests.
• Analyze call processing issues, registration problems, and network-related voice issues.
• Perform root cause analysis (RCA) and prepare incident reports.
• Provide onsite and remote support during critical incidents.

System Upgrades & Maintenance

• Plan and execute software upgrades, patches, and firmware updates.
• Perform system backups, restores, and disaster recovery procedures.
• Support hardware replacements including servers, gateways, media modules, and system boards.
• Conduct system health checks and capacity reviews.

Integration & Applications

• Support AES integrations with third-party applications.
• Troubleshoot CTI, TSAPI, JTAPI, and DMCC connectivity issues.
• Support SIP trunking and integration with service providers.
• Coordinate with application vendors for voice recording, contact center, and CRM integrations.

Documentation & Reporting

• Maintain technical documentation, network diagrams, and system configurations.
• Develop Method of Procedures (MOP), Risk Assessment (RA), and implementation plans.
• Prepare maintenance reports, incident reports, and change management documentation.

Customer Support

• Provide technical consultation and recommendations to customers.
• Participate in UAT, system testing, and customer acceptance activities.
• Support after-hours maintenance and emergency activities when required.

Technical Skills & Experience

Mandatory Skills

• Strong hands-on experience with:
• Avaya Communication Manager (CM)
• Avaya System Manager (SMGR)
• Avaya Application Enablement Services (AES)
• Avaya IP Office (IPO)
• Experience with:
• Session Manager
• SIP Trunking
• Avaya Media Gateways (G450, G430, G650)
• Avaya Aura Architecture
• Avaya Call Recording Solutions
• SBC (Session Border Controller)
• Avaya IX Workplace
• Avaya Contact Center solutions
• Avaya CMS

• Knowledge of:
• TCP/IP Networking
• VLANs and QoS
• SIP and H.323 protocols
• Linux administration fundamentals
• VMware and virtualized Avaya environments