Avaya Governance Engineer - Remote

The Avaya Contact Center Engineer II is responsible for the operational support, administration, governance, and continuous improvement of enterprise Avaya Contact Center and Voice platforms. This role combines hands-on Tier 2 engineering support with governance and compliance responsibilities to ensure highly available, secure, and compliant contact center operations.

The engineer will provide technical support for Avaya Contact Center technologies including Avaya Communication Manager (ACM), Session Manager, System Manager, AES, CMS, SIP infrastructure, SBCs, CTI integrations, IVR applications, ACD/PBX programming, vectors, adjunct routing, and call flow management. In addition, this individual will support change governance, documentation standards, operational controls, compliance reporting, audit readiness, and risk remediation activities.

The ideal candidate possesses a strong blend of technical troubleshooting ability, operational discipline, and governance-minded decision-making within large enterprise contact center environments.

Key Responsibilities

Technical Engineering & Operations

• Provide Tier 2 support for enterprise Avaya Contact Center, Voice, and Unified Communications platforms.

• Troubleshoot and resolve issues involving Avaya Communication Manager, Session Manager, System Manager, AES, CMS, SIP trunking, SBCs, CTI integrations, and IVR applications.

• Support ACD/PBX administration, vector programming, adjunct routing, call flow configuration, and contact center routing strategies.

• Analyze and troubleshoot call quality issues involving SIP, RTP/RTCP, QoS, networking, and telephony infrastructure.

• Support platform upgrades, migrations, service packs, patching activities, and vulnerability remediation efforts.

• Participate in technology refresh initiatives and infrastructure modernization projects.

• Assist with certificate lifecycle management, license management, and vendor-supported platform maintenance.

• Support integration technologies including NICE recording, workforce optimization tools, CRM integrations, and CTI platforms.

• Participate in root cause analysis and major incident resolution efforts.

• Support testing, validation, and implementation activities for contact center enhancements and infrastructure changes.

• Work closely with Operations, Service Delivery, Security, Architecture, and vendor teams to maintain platform stability and resiliency.

Governance, Compliance & Operational Oversight

• Support governance programs and operational oversight activities for enterprise contact center platforms.

• Maintain technical standards, governance documentation, inventories, configuration records, and process documentation.

• Review platform configurations, changes, and operational processes to ensure compliance with established standards and procedures.

• Assist with change governance, approval workflows, implementation tracking, and post-implementation review activities.

• Track operational risks, audit findings, policy exceptions, control gaps, and remediation efforts.

• Support audit preparation activities by coordinating evidence collection, documentation validation, and compliance reporting.

• Develop and maintain governance dashboards, scorecards, operational metrics, and executive reporting.

• Monitor adherence to security policies, vulnerability remediation requirements, certificate standards, and operational controls.

• Document governance discussions, technical reviews, decisions, and action items.

• Partner with Security, Compliance, Operations, Legal, and Technology teams to address governance-related concerns.

• Escalate operational risks, compliance concerns, recurring incidents, and control deficiencies when identified.

• Promote data quality, operational consistency, change discipline, and governance best practices across contact center environments.

Note: Candidates working remotely must be available during standard 9:00 AM - 5:00 PM EST business hours. This position also requires occasional evening and weekend work to support platform upgrades, production changes, maintenance activities, and technology implementations. This is a 6-month contract with potential extensions or conversion.

This role is offering 36/hr.

• 2-5 years of experience supporting Avaya Contact Center, Voice, Telecommunications, or Unified Communications environments.

• Hands-on experience with:

o Avaya Communication Manager (ACM)

o Session Manager

o System Manager

o AES

o CMS

o SIP infrastructure and SBCs

o IVR and CTI integrations

o ACD/PBX administration

o Vectors and call routing design

• Experience troubleshooting telephony, call routing, voice quality, and platform-related issues.

• Understanding of SIP, RTP/RTCP, QoS, telephony networking, and contact center technologies.

• Experience supporting change management processes and technical documentation.

• Experience participating in incident management, root cause analysis, and production support activities. * Experience supporting large enterprise contact center environments.

• Experience with Avaya platform upgrades, migrations, and technology refresh initiatives.

• Exposure to cloud or hybrid contact center platforms.

• Experience with NICE Recording, Workforce Optimization, or Workforce Management solutions.

• Familiarity with certificate lifecycle management and vulnerability remediation processes.

• Experience working within ITIL-based environments.

• Knowledge of governance and compliance frameworks including ITIL, COBIT, NIST, SOX, or PCI.

• Experience using ServiceNow for incident, problem, change, and governance workflows.

• Exposure to executive reporting, operational scorecards, and governance dashboards.

• Experience supporting highly available, multi-site, or global contact center operations.