Avaya Contact Center Engineer

• Lead implementation and configuration of Avaya Contact Center solutions per approved designs.
• Partner with program delivery teams to define timelines, milestones, and execution plans.
• Support business initiatives and ensure alignment with enterprise architecture standards.
• Provide structured status updates and risk articulation to senior leadership.
• Develop and maintain engineering documentation including build guides, configuration standards, BOMs, cost estimates, and infrastructure placement requests.
• Deliver L3/L4 engineering support for complex, integrated voice environments.
• Create and maintain installation, configuration, and operational procedures for Avaya platforms.
• Participate in cross-functional design and troubleshooting with voice, network, and application teams.

We are seeking a Senior VoIP / Contact Center Engineer (Avaya) to join our dynamic team within the Real-Time Collaboration Contact Center Engineering organization. The ideal candidate will have strong experience in Avaya Contact Center and Voice platforms and a proven ability to engineer, implement, and support large-scale, high-availability contact center solutions that meet near-zero downtime objectives. This role requires onsite presence and an ASAP start., * Avaya Voice / Contact Center platforms: Avaya Communication Manager (ACM), Session Manager, System Manager, AES, CMS, Media Servers.

• Call center engineering with ACD/PBX programming, IVR, vectors, adjunct routing, and call flows.
• VoIP and networking: SIP, RTP/RTCP, H.323; QoS configuration, jitter analysis, bandwidth optimization; LAN/WAN fundamentals.
• Infrastructure and integration: SBCs, SIP trunking, ISDN/PRI, CTI integrations in multi-layered enterprise environments.
• Documentation and communication using Visio and PowerPoint with executive-ready deliverables.
• Strong program delivery skills including timeline creation, dependency management, and execution tracking.
• Effective communication with senior leadership and technical teams; strong analytical and troubleshooting ability.
• Experience working across globally distributed teams.
• Experience level: 8+ years in Contact Center/VoIP engineering; 7+ years hands-on with enterprise voice solutions; Bachelor’s degree in Telecommunications, Computer Science, or related field, or equivalent experience.

Preferred Skills:

• Certificate lifecycle management with platforms such as Venafi.
• License management across the Avaya Aura stack including tracking, compliance, optimization, and vendor coordination for entitlements and renewals.
• Exposure to Intrado E911 solutions and familiarity with NICE call recording platforms.
• Knowledge of TCP/IP deep-dive troubleshooting.

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.