Avaya Telephony / VoIP Engineer

We are seeking an experienced Avaya Telephony / VoIP Engineer to support and maintain enterprise telephony, unified communications, and voice network infrastructure. The ideal candidate will have strong hands-on experience with Avaya on-premises PBX, VoIP, SIP, RTP, QoS, call routing, voice gateways, SBCs, PSTN integration, and E911 services.

This role will be responsible for advanced telephony administration, troubleshooting, engineering support, system implementations, vendor coordination, documentation, and continuous improvement of enterprise voice services.

Key Responsibilities

• Provide advanced administration and technical support for Avaya on-premises PBX and enterprise telephony environments.

• Handle moves, adds, changes, and disconnects (MACD) for voice, voicemail, conference services, safety devices, IVR, vectoring, call center services, and unified communications.

• Maintain accurate E911 location information and support emergency calling services.

• Configure, maintain, troubleshoot, and support telephony hardware, media gateways, IP phones, voice circuits, and safety devices.

• Analyze and troubleshoot SIP, RTP, QoS, dial plans, call routing, ARS tables, route patterns, and voice gateways.

• Provide engineering-level support for enterprise telephony and unified communications systems.

• Troubleshoot voice quality issues, carrier connectivity, call routing problems, and PSTN-related issues.

• Support and maintain Session Border Controllers (SBCs) and telecommunications infrastructure.

• Design and implement improvements to enterprise telephony and unified communications environments.

• Participate in telephony projects and serve as a technical lead for assigned implementation and maintenance activities.

• Coordinate with telecommunications carriers and vendors for new circuit provisioning, service issues, and outage resolution.

• Monitor voice and network systems to identify and resolve potential issues proactively.

• Coordinate with multiple technical teams to resolve critical outages and minimize service disruption.

• Perform quality assurance testing for new configurations, enhancements, and implementations.

• Develop and maintain technical documentation, system diagrams, standards, procedures, and configuration documentation.

• Create knowledge base articles and technical documentation for internal teams and end users.

• Identify opportunities for automation and collaborate with automation teams to improve operational efficiency.

• Follow established Incident Management and Change Management processes.

• Serve as a primary escalation point for complex telephony and unified communications issues.

• Provide technical recommendations regarding enterprise telephony architecture, technologies, and strategic direction.

• Maintain accurate work records, technical notes, and labor-hour information within IT service management systems.

• Communicate effectively with vendors, management, technical teams, and business users.

1. 2+ years of experience with Avaya on-premises PBX systems.

2. 2+ years of experience administering VoIP and Unified Communications platforms.

3. 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.

4. 2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.

5. 2+ years of experience with telecommunications infrastructure, including voice circuits, SBCs, and PSTN integration.

Preferred Skills

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions.

• Experience migrating enterprise telephony environments from on-premises Avaya platforms to cloud-based communication services.

• Experience with enterprise Unified Communications and collaboration platforms.

• Experience with telephony automation and operational process improvement.

• Experience working with telecommunications carriers and third-party vendors.

Additional Qualifications

• Strong knowledge of telephone network services and telephony network design methodologies.

• Advanced knowledge of systems administration techniques and troubleshooting tools.

• Ability to analyze complex voice and telecommunications issues and provide effective solutions.

• Strong understanding of enterprise voice architecture, routing, connectivity, and resiliency.

• Ability to create and maintain detailed technical documentation and network diagrams.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to explain technical information clearly to both technical and non-technical audiences.

• Strong interpersonal skills with the ability to work effectively with vendors, management, users, and cross-functional technical teams.

• Ability to manage multiple priorities in a fast-paced enterprise environment.