We are seeking an experienced **Avaya Telephony / VoIP Engineer** to support and maintain enterprise telephony, unified communications, and voice network infrastructure. The ideal candidate will have strong hands-on experience with **Avaya on-premises PBX, VoIP, SIP, RTP, QoS, call routing, voice gateways, SBCs, PSTN integration, and E911 services**.
This role will be responsible for advanced telephony administration, troubleshooting, engineering support, system implementations, vendor coordination, documentation, and continuous improvement of enterprise voice services.
## Key Responsibilities
* Provide advanced administration and technical support for **Avaya on-premises PBX** and enterprise telephony environments.
* Handle **moves, adds, changes, and disconnects (MACD)** for voice, voicemail, conference services, safety devices, IVR, vectoring, call center services, and unified communications.
* Maintain accurate **E911 location information** and support emergency calling services.
* Configure, maintain, troubleshoot, and support **telephony hardware, media gateways, IP phones, voice circuits, and safety devices**.
* Analyze and troubleshoot **SIP, RTP, QoS, dial plans, call routing, ARS tables, route patterns, and voice gateways**.
* Provide engineering-level support for enterprise telephony and unified communications systems.
* Troubleshoot **voice quality issues, carrier connectivity, call routing problems, and PSTN-related issues**.
* Support and maintain **Session Border Controllers (SBCs)** and telecommunications infrastructure.
* Design and implement improvements to enterprise telephony and unified communications environments.
* Participate in telephony projects and serve as a technical lead for assigned implementation and maintenance activities.
* Coordinate with telecommunications carriers and vendors for **new circuit provisioning, service issues, and outage resolution**.
* Monitor voice and network systems to identify and resolve potential issues proactively.
* Coordinate with multiple technical teams to resolve critical outages and minimize service disruption.
* Perform quality assurance testing for new configurations, enhancements, and implementations.
* Develop and maintain technical documentation, system diagrams, standards, procedures, and configuration documentation.
* Create knowledge base articles and technical documentation for internal teams and end users.
* Identify opportunities for **automation** and collaborate with automation teams to improve operational efficiency.
* Follow established **Incident Management and Change Management** processes.
* Serve as a primary escalation point for complex telephony and unified communications issues.
* Provide technical recommendations regarding enterprise telephony architecture, technologies, and strategic direction.
* Maintain accurate work records, technical notes, and labor-hour information within IT service management systems.
* Communicate effectively with vendors, management, technical teams, and business users.
## Required Skills
1. **2+ years of experience with Avaya on-premises PBX systems.**
2. **2+ years of experience administering VoIP and Unified Communications platforms.**
3. **2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.**
4. **2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.**
5. **2+ years of experience with telecommunications infrastructure, including voice circuits, SBCs, and PSTN integration.**
## Preferred Skills
* Experience designing, implementing, and supporting **enterprise cloud-based telephony solutions**.
* Experience migrating enterprise telephony environments from **on-premises Avaya platforms to cloud-based communication services**.
* Experience with enterprise Unified Communications and collaboration platforms.
* Experience with telephony automation and operational process improvement.
* Experience working with telecommunications carriers and third-party vendors.
## Additional Qualifications
* Strong knowledge of **telephone network services and telephony network design methodologies**.
* Advanced knowledge of systems administration techniques and troubleshooting tools.
* Ability to analyze complex voice and telecommunications issues and provide effective solutions.
* Strong understanding of enterprise voice architecture, routing, connectivity, and resiliency.
* Ability to create and maintain detailed technical documentation and network diagrams.
* Strong analytical, troubleshooting, and problem-solving skills.
* Excellent written and verbal communication skills.
* Ability to explain technical information clearly to both technical and non-technical audiences.
* Strong interpersonal skills with the ability to work effectively with vendors, management, users, and cross-functional technical teams.
* Ability to manage multiple priorities in a fast-paced enterprise environment.
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