UC Voice Field Engineer
| Company | New Era Technology |
|---|---|
| Location | Middletown, CT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in information technology, Computer Science, or related field (preferred)
- Avaya certifications such as Avaya Certified Implementation Specialist (ACIS), Avaya Certified Support Specialist (ACSS), or equivalent is highly desirable
- 5+ years of experience in the implementation and support of Avaya Unified Communications platforms
- Hands-on experience with Avaya Communication Manager, Avaya Aura, and related systems
- Strong understanding of VoIP technologies, SIP, and telephony protocols
- Proficient in network design and troubleshooting, with a focus on voice over IP (VoIP) and quality of service (QoS)
- Knowledge of network infrastructure, firewalls, and security in a UC environment
- Strong analytical, problem-solving, and troubleshooting abilities
- Ability to work independently and in a team environment
- Excellent communication and interpersonal skills
Responsibilities
- Install, configure, and maintain Avaya Unified Communications platforms including Avaya Aura Communication Manager, IX Messaging, CMS, Avaya System/Session Manager, and Avaya SBCs
- Set up, configure, and integrate various communication devices (handsets, softphones, etc.) with Avaya solutions
- Manage and support call flows, call routing, and dial plans for enterprise-level environments
- Provide ongoing support and troubleshooting for all aspects of Avaya UC systems, ensuring minimal downtime and rapid issue resolution
- Perform regular system updates, patches, and upgrades
- Maintain detailed documentation of the system configuration, upgrades, and changes
- Monitor system performance, identify areas for improvement, and optimize the UC environment for performance and scalability
- Analyze and resolve performance issues related to call quality, network latency, or system capacity
- Work closely with IT, network, and security teams to integrate Avaya UC systems with existing infrastructure
- Provide expertise in integrating Avaya UC solutions with third-party applications, such as CRM systems, cloud platforms, or other communication solutions
- Provide end-user training and support to ensure smooth use of the Avaya UC solutions
- Create and update user guides, documentation, and FAQs for internal teams and end-users
- Implement and maintain security protocols, including encryption and authentication, to ensure the security of communications
- Ensure Avaya systems comply with organizational and industry-specific security and privacy standards
Preferred Qualifications
- Experience with Avaya Contact Center solutions (e.g., Avaya Aura Contact Center, Avaya Elite Multichannel)
- Familiarity with cloud-based UC platforms and integration with Avaya solutions
- Knowledge of Microsoft Teams and integration with Avaya UC