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Employment Type:
Full time
Job Category:
Information Services
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Senior AVAYA Voice Engineer
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Job Description

Seeking a Senior AVAYA Voice Engineer for a global organization.

This role will be responsible for the design, installation, and maintenance of the enterprise Voice services platforms to meet the functional objectives of the business.

This requires expert level knowledge in multiple disciplines of VoIP networking, primarily around Avaya voice platforms.

Skill set to include expertise in Avaya (CM, SM, CC Elite, BSR, CMS, AES, AM, SIP, H.323 etc.) SBC's (Oracle/Acme Packet) and strong knowledge of voice recording (Verint), CDR (Calero), Genesys IVR/CTI and knowledge and experience in building global solutions.


  • Developing, testing, implementing, and support of voice network technologies.
  • Ensuring the development of documentation, including appropriate policies and procedures for all aspects of VoIP network.
  • Assessing customer requirements for voice technology initiatives and recommend appropriate solutions.
  • Helping to provide a high quality, high availability telephony environment, including disaster recovery planning and testing.
  • Assist in the optimization of technology in telecom environment.
  • Maintaining knowledge of existing network and applications, including new products and technologies.
  • Performing customer assessments, design, build, and technical documentation in support of the organization.
  • Proficiency in Avaya Communication Manager and call center technologies with additional experience and support of adjunct devices such as. CDR - Calero, IVR/CTI - Genesys, Monitoring - Prognosis, Empirix - hammer testing/validation, Dialers - Noble, Call Recording - Verint.
  • Providing support for critical functions on a daily basis, including (but not limited to) Avaya System Manager, Session Manager, AES, CMS, Verint, SBCE, CC-Elite, AAM, Oracle/Acme Packet SBC.
  • Planning, designing, installing, configuring, and maintaining the implementation of the Voice infrastructure including hardware/software recommendations.
  • Evaluating and/or recommending potential voice solutions (ie hardware, software, network-related) consistent with corporate goals and objectives.
  • Monitoring, evaluating, and maintaining systems and procedures to protect from unauthorized users.
  • Recommending and implementing policies and standards and ensuring adherence.
  • Troubleshooting user/system voice problems.
  • Able to capture, analyze and troubleshoot SIP header detail with knowledge of how to configure SBC's for header manipulation for redirect and presentation as required.
  • Provide training or individual assistance to users as needed.
  • Staying current with voice technologies relevant to the call center environment.
  • Managing day-to-day delivery of services (VOIP, SIP, ACD, Carrier Network) to ensure adherence to defined service levels.
  • Managing incidents for the Call Centers to include call flows, agents, reporting systems, etc..
  • Familiarity with centralized ticketing systems.
  • Developing and documenting voice operations and monitoring processes and procedures.
  • Skilled in programming of call vectoring, VDN, variable vectors, skill group expert agent, call flow build, and change requests.
  • Routine monitoring of voice equipment, inclusive of patching and system performance related events.
  • Participate in after hours on call support rotation.


Applicants must be eligible to work in the specified location

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