Senior VoIP / Contact Center Engineer (Avaya)

We are seeking a senior-level engineer with deep expertise in Avaya Contact Center and Voice platforms to support our Real-Time Collaboration (RTC) Contact Center Engineering organization. This role is responsible for the engineering, implementation, and program delivery support for large-scale, high-availability Contact Center platforms. The candidate will operate at the intersection of engineering execution, program delivery, and senior leadership communication, supporting complex, fast-moving initiatives., * Lead the 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, configuration standards, and infrastructure 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.

Education: A Bachelor’s degree in Telecommunications, Computer Science, or a related field, or equivalent experience is required.

Experience: A minimum of 8 years of experience in Contact Center / VoIP engineering is required, including at least 7 years of hands-on experience implementing and supporting enterprise voice solutions.

Technical Skills:

• Avaya Voice / Contact Center Platforms (Communication Manager, Session Manager, System Manager, AES, CMS, Media Servers).
• Call Center Engineering, including ACD/PBX programming, IVR, vectors, and call flows.
• VoIP & Networking protocols such as SIP, RTP/RTCP, and H.323.
• Experience with QoS configuration, LAN/WAN fundamentals, SBCs, SIP trunking, and CTI integrations.
• Proficiency with Visio, PowerPoint, and engineering documentation tools.

Professional Competencies:

• Strong program delivery mindset with experience in timeline creation and dependency management.
• 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.
• Experience working across globally distributed teams., * Experience with certificate lifecycle management using platforms like Venafi.
• Experience with license management across the Avaya Aura stack.
• Exposure to Intrado E911 solutions.
• Familiarity with NICE call recording platforms.
• Knowledge of TCP/IP deep-dive troubleshooting.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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