JOB DESCRIPTION:

We are seeking a dedicated Telephony Support Specialist with extensive experience in implementing and maintaining Avaya on-premises telephony platforms. The ideal candidate will manage system upgrades, support voice traffic, troubleshoot complex issues, and collaborate with vendors to ensure reliable communication services.

REQUIREMENTS:

• Extensive experience with Avaya Aura Communication Manager and related systems.
• Proven ability to manage system upgrades and configurations.
• Strong knowledge of SIP trunks, SBCs, and external telephony applications.
• Skilled in monitoring and troubleshooting voice traffic and system issues.
• Excellent problem-solving and diagnostic skills.
• Strong collaboration and communication skills to work effectively with vendors and internal teams.
• Nice-to-have: experience with call recording, call back assist/virtual hold, Citrix, and ServiceNow.
  Job Type: Full-time
  Pay: $80,000.00-$85,000.00 per yea

• Implement, maintain, and support the Avaya on-prem telephony platform.
• Manage system upgrades for Communication Manager, System/Session Manager, and CMS.
• Monitor, manage, and troubleshoot voice traffic from carriers to the Avaya platform, including SBCs and external applications.
• Collaborate with external vendors and partners for system upgrades and troubleshooting.
• Administer and configure Call Routing (Vectors, VDNs, Skills) within Avaya.
• Interpret, build, and administer reports in the Avaya CMS.
• Troubleshoot complex issues end-to-end within the Avaya system in coordination with other teams.
• Support and configure Avaya Agent for Desktop softphone.
• Document processes and create customer-facing knowledge articles.
• Support additional systems such as call recording, virtual hold, and other integrations (nice-to-have).