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

Matlen Silver
Jersey City, United States of America
7 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Jersey City, United States of America

Tech stack

VoIP
Collaborative Software
Computer Telephony Integration
Trunking
H.323 Protocol
Integrated Services Digital Networks
Microsoft Visio
Networking Basics
Microsoft PowerPoint
Session Manager SubSystems
Information Technology
Media Servers

Job description

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.

Requirements

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

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