Job Title: Avaya Telecom Engineer
Location: St. Augustine, FL
Position Type: Full-time, Direct Hire
Salary Range: $100-115,000 (or higher/negotiable based on experience)
Summary:
The Avaya Telecom Engineer will provide operational support, maintenance, and administration of enterprise telecommunications and unified communications systems. This role is responsible for ensuring the reliability, performance, and security of critical voice infrastructure, including Avaya Aura applications, VoIP platforms, media gateways, session border controllers, and contact center solutions.
Responsibilities:
• Provide day-to-day maintenance, administration, and technical support for enterprise voice and telecommunications systems.
• Respond to and fulfill voice system Move, Add, Change, and Delete (MACD) requests.
• Investigate, troubleshoot, and resolve telecommunications incidents and service tickets.
• Support planned infrastructure activities, including network maintenance windows, system upgrades, and service-impacting events.
• Maintain accurate documentation of voice infrastructure, including system architecture, hardware inventory, software versions, and configuration records.
• Open and manage support cases with Avaya Technical Support and coordinate issue resolution with vendor engineering teams.
• Serve as a liaison between internal IT/Telecom teams, vendors, and stakeholders to coordinate maintenance activities and service requests.
• Perform hardware installation, configuration, testing, and troubleshooting of telecommunications equipment and associated peripherals.
• Conduct preventive maintenance activities, including the installation of service packs, feature packs, and critical security updates.
• Review, test, and deploy security patches within established maintenance windows and compliance requirements.
• Support and administer Avaya softphone solutions and advanced voice platform features.
• Provide onsite technical support during standard business hours and participate in maintenance and upgrade projects as required.
• Assist with resource planning and coordination for larger projects, maintenance activities, and system upgrades.
Qualifications:
• 3-5+ years of experience supporting enterprise telecommunications, unified communications, or voice infrastructure environments.
• Hands-on experience administering and troubleshooting Avaya Aura platforms, including Communication Manager (CM), Session Manager (SM), and System Manager (SMGR).
• Experience supporting Avaya media gateways, Session Border Controllers (ASBCE), and contact center solutions such as Avaya Aura Call Center Elite (AACCE) and Call Management System (CMS).
• Strong understanding of VoIP, SIP, telephony protocols, call routing, dial plans, and voice network architecture.
• Experience performing Moves, Adds, Changes, and Deletes (MACD) within enterprise voice environments.
• Proven ability to troubleshoot complex voice, network, and system-related issues in a production environment.
• Experience applying software updates, service packs, feature packs, and security patches to telecommunications platforms.
• Ability to analyze system logs, alarms, and performance data to identify and resolve service-impacting issues.
• Strong documentation skills with experience maintaining system configurations, inventories, and technical procedures.
• Experience working with ticketing systems and managing incidents, service requests, and vendor escalations.