Avaya Engineer

Job Title and Overview We are seeking an Avaya Engineer with ~3 years of experience to support, maintain, and enhance enterprise telephony and contact center platforms. This role focuses on ensuring high availability, call quality, and secure integrations across voice infrastructure while partnering with IT, networking, and service desk teams. Location & Work Mode Work Mode: Remote (work from anywhere). Location: Remote-only; no specific city requirement. You may be asked to support occasional after-hours maintenance windows based on change schedules. Key Responsibilities Administer and support Avaya voice platforms (e.g., Aura Communication Manager, Session Manager, System Manager) including user provisioning, station builds, dial plan changes, and feature administration. Operate and troubleshoot SIP/RTP call flows, including trunk provisioning and carrier coordination for SIP trunk turn-ups, failover, and quality issues. Monitor system health, alarms, and performance; perform log collection and root-cause analysis (traceSM, SMGR logs, CM traces) and drive incidents to resolution within SLA. Maintain IVR/call routing components where applicable (e.g., Avaya Experience Portal, call vectors/VDNs, hunt groups, skills-based routing), and coordinate UAT for changes. Work closely with network/security teams on firewall/NAT, QoS, VLANs, and SBC/edge requirements; document port/protocol needs and validate end-to-end connectivity. Plan and execute upgrades, patches, and configuration backups/restores; follow change-management processes and produce implementation/rollback plans. Create and maintain technical documentation (as-built diagrams, dial plan standards, SOPs, runbooks) and mentor service desk staff on common voice issues. Support integrations with enterprise systems (Active Directory/LDAP, email, ticketing tools) and collaborate with vendors/partners for escalations and RMA coordination. Required Skills & Experience 3+ years of hands-on Avaya administration/support in an enterprise environment. Strong experience with Avaya Aura (Communication Manager, Session Manager, System Manager); familiarity with Avaya gateways (G450/G430 or equivalent) is a plus. Solid understanding of VoIP fundamentals: SIP, RTP/SRTP, codecs (G.711/G.729/OPUS where applicable), DTMF, jitter/latency, and packet capture analysis. Networking proficiency: TCP/IP, DNS, DHCP, NAT, VLANs, and QoS (DSCP/CoS) for voice and real-time media. Operational experience with incident/problem/change management (ITIL-aligned) and on-call support practices. Working knowledge of SBC concepts (e.g., Avaya SBCE) and SIP trunking with carriers. Ability to produce clear documentation and communicate effectively with technical/non-technical stakeholders. Education & Certifications Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience). Preferred certifications include Avaya ACIS/ACSS (Aura) , Avaya Support/Implementation credentials , and/or ITIL Foundation . Additional Information You will join a collaborative unified communications team focused on reliability, automation, and continuous improvement. Benefits typically include medical/dental/vision, paid time off, learning budgets for Avaya and networking certifications, and opportunities to grow into voice architecture, contact center engineering, or UC cloud migration initiatives. Salary Range (if possible) Estimated salary range for a remote Avaya Engineer (3 years experience) is $80,000–$110,000 USD annually, depending on skills depth (SIP/SBC/contact center), on-call requirements, and complexity of the environment.