Avaya Engineer Tier 3

Job Description

Provide remote Tier/Level 3 support by troubleshooting, diagnosing, and resolving incidents related to Avaya Core communication systems and associated technologies

• These technologies include, but are not limited to, the following:

• All versions and formfactors of Avaya Aura Communication Manager (AACM), Avaya Media Gateways, System Manager (SMGR), Avaya Aura Session Manager (AASM), Aura Messaging (AAM), System Platform (VSP), Appliance Virtualization Platform (AVP), Avaya Aura Device Services (AADS), Avaya Aura Media Servers (AAMS), Application Enablement Services (AES), Call Management System (CMS), and Avaya Workforce Engagement/Optimization (WFO) Applications.

• Provide administration and configuration MACD-level support for all previously noted Avaya Core communication systems and associated technologies

• Utilize Avaya System Manager (SMGR) solution for deployments, configurations and support of Avaya Aura solution elements, applications, and services

• Design, deploy, and configure Avaya Session Manager (ASM) solutions to support both Avaya and 3rd party SIP endpoints and trunks

• Design, deploy, and configure Session Border Controller (SBC) solutions to interconnect, transform, route and secure internal/edge sourced SIP services

• Design, deploy, and configure full suite of Avaya Call Management System (CMS) solutions to support Avaya contact center agents, supervisors, and all relative services

• Perform system analysis and integration with other communications services and technologies • Act as escalation point for complex and high priority customer incidents related to Avaya applications

• Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements

• Provide telecom engineering support, advice and consultation to customer contacts, team members and other employees at Continuant

• Provide onsite support as needed

• Be available for support calls with telephony service providers and onsite technicians

• Mentor and train junior technical staff to encourage team’s growth and development

• Provide Problem Management resolution on both software and hardware related issues

• Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc. 

• Work an on-call rotation with other support engineer team members. On-call work requires availability and after normal working hours and on weekends

Technical Skills:

Required: 10+ years of directly related professional experience with superior technical abilities in one or more of the following primary products and technologies preferably in enterprise environments (in addition to qualifications listed below):

• Avaya Aura Communication Manager

• Strong working knowledge and direct support experience with Avaya Workforce Management services and applications • Avaya CMS Administration, Maintenance, Script Development & Deployment

• Avaya Call Center Software w/ Advanced Features & Services

• Avaya Aura Contact Center

• Avaya Aura System Manager & Session Manager

• Avaya Aura Session Border Controller for Enterprise

• Avaya Aura Messaging

• Avaya One-X applications

• VMware (ESXi) Platforms Desired:

• Bachelor’s degree in Telecommunications, Engineering, Computer Science, Information Systems, or any other relevant and accredited academic discipline (or an equivalent combination of experience, training, and/or education)

• ACIS-7120 & ACSS 7720 Avaya Aura Core Components

• ACIS-7130 & ACSS-7230 Avaya Aura Communication Applications Integration

• VMWare Associat

Skills