Avaya Contact Center Engineer

seeking a high-level Senior Consultant to join a mission-critical Avaya-to-Five9 cloud migration initiative. This role is ideal for someone with deep Avaya contact center engineering expertise and significant experience leading enterprise-scale cloud migrations (ideally with Five9). The ideal candidate is not just a technical expert, but a change agent?someone who can lead independently, drive transformation, and manage through resistance with confidence and professionalism. They will need to work with the internal SME's to streamline the designs for the Five9 vendor team to help implement new IVRs.

Key Responsibilities
? Serve as the technical lead and strategist for a Avaya-to-Five9 migration.
? Rapidly absorb institutional knowledge from long-tenured telecom administrators and engineers.
? Lead and document call flow design, engineering, and migration activities.
? Collaborate with both internal engineering resources and external vendor (Five9) technical leads.
? Help architect a repeatable migration framework that spans multiple business units.
? Partner with internal subject matter experts to translate existing avaya call flows into Five9 call flow designs.
? Contribute to defining future team structure and hiring needs as the project expands.

Qualifications
Required:
? Proven experience migrating from Avaya to cloud-based contact center platforms, ideally Five9.
? Deep technical understanding of Avaya contact center systems, including legacy call flow logic.
? Experience working with Visio diagrams, legacy system documentation, and building out scalable flows.
? Strong command of telecom engineering concepts and contact center architecture.
? Ability to thrive in an environment with resistance to change and long-tenured SMEs.
? Excellent communication, stakeholder management, and conflict resolution skills.
Nice to Have:
? Direct experience with Five9 platform engineering and release cycles.
? Background in healthcare or insurance call center environments.
? Familiarity with Cisco (not required; legacy Cisco has been decommissioned).
? Experience mentoring or onboarding junior telecom/VoIP engineers.


Benefits:

York Solutions Offers a generous benefits package for eligible full-time employees:

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
  
• Delta Dental plan with 2 free cleanings and insurance discounts
  
• Eye Med Vision with annual check-ups and discounts on lens
  
• Life and Accidental Death Insurance paid by company
  
• John Hancock 401(k) Retirement Plan with discretionary company match
  
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
  
• Flexible work environment with some remote working opportunities
  
• Strong fun and teamwork environment
  
• Learning, development, and career growth