Sr VoIP/Avaya Engineer (JC, CLT, JAX)

Seeking a senior-level engineer with deep expertise in Avaya Contact Center and Voice platforms to support the Real-Time Collaboration (RTC) Contact Center Engineering organization. This role is responsible for engineering, implementation, and program delivery support for large-scale, high-availability Contact Center platforms aligned to “never down” service objectives. The candidate will operate at the intersection of engineering execution, program delivery, and senior leadership communication, supporting complex, fast-moving initiatives., * Lead implementation and configuration of Avaya Contact Center solutions based on approved engineering designs.

• Partner with program delivery teams to develop timelines, milestones, and engineering execution plans.
• Support business-driven initiatives and ensure alignment with enterprise architecture standards.
• Provide clear, structured status updates and risk articulation to senior leadership.
• Develop and maintain engineering documentation, including:
• Build guides and configuration standards
• Bill of Materials (BOMs) and cost estimates
• Infrastructure and placement requests
• Provide L3/L4 engineering support for complex, integrated voice environments.
• Create and maintain installation, configuration, and operational procedures for core Avaya platforms.
• Participate in cross-functional design and troubleshooting efforts across voice, network, and application teams.

Required QualificationsRequired Technical Skills (Must Have)

• Avaya Voice / Contact Center Platforms
• Avaya Communication Manager (ACM)
• Avaya Session Manager & System Manager
• Avaya AES, CMS, Media Servers
• Call Center Engineering
• ACD/PBX programming
• IVR, vectors, adjunct routing, call flows
• VoIP & Networking
• SIP, RTP/RTCP, H.323
• QoS configuration, jitter analysis, bandwidth optimization
• LAN/WAN networking fundamentals
• Infrastructure & Integration
• SBCs, SIP trunking, ISDN/PRI
• CTI integrations
• Multi-layered, enterprise-scale environments
• Tools & Platforms
• Visio, PowerPoint (executive-ready communication)
• Engineering documentation and diagramming tool

Professional Competencies

• Strong program delivery mindset (timeline creation, dependency management, execution tracking)
• Ability to communicate effectively with senior leadership and technical teams
• Proven ability to operate in high-pressure, time-sensitive environments
• Strong analytical, troubleshooting, and problem-solving skills
• Self-directed, highly motivated, and capable of owning outcomes end-to-end
• Experience working across globally distributed teams, * 8+ years of Contact Center / VoIP engineering experience
• Bachelor’s degree in Telecommunications, Computer Science, or related field (or equivalent experience)
• 7+ years of hands-on experience implementing and supporting enterprise voice solutions

Desired QualificationsNice to Have (Preferred Skills)

• Experience with certificate lifecycle management, including use of Venafi or similar enterprise certificate management platforms
• Experience with license management across Avaya Aura stack, including:
• License tracking, compliance, and optimization
• Coordination with vendors for entitlement and renewals
• Exposure to Intrado E911 solutions
• Familiarity with NICE call recording platforms
• Knowledge of TCP/IP deep-dive troubleshooting