Avaya & NICE Engineer (L1/L2 Support)

Job Description – Avaya & NICE Engineer (L1/L2 Support)

Position Title: Avaya Engineer – L1/L2 Support

Number of Positions: 2

Location: Preferred 1 based out of US and backed by 1 resource offshore (India/Philippines)

Hours of Operations:  Mon-Fri 8 AM to 5 PM Eastern (May require participation in after-hours maintenance windows as needed)

Position Summary

We are seeking a detail-oriented and proactive Avaya Engineer (L1/L2) to support day-to-day administration and operational activities across Avaya telephony and contact center environments. The role will primarily focus on provisioning and administration tasks including Avaya station builds, user configuration, NICE platform administration, and support for related communication technologies.

The ideal candidate will have hands-on experience with Avaya systems, strong troubleshooting skills, and the ability to manage routine administrative requests in a fast-paced enterprise environment.

Key Responsibilities

• Build, configure, and administer Avaya stations/endpoints
• Perform MACD activities (Moves, Adds, Changes, Deletes) within Avaya environments
• Administer and maintain NICE recording and workforce management integrations
• Support user onboarding, extension provisioning, and telephony profile configuration
• Configure hunt groups, vectors, skills, trunks, and routing updates as required
• Provide L1/L2 operational support for Avaya voice infrastructure and contact center technologies
• Monitor system performance and escalate complex issues to senior engineering teams when necessary
• Maintain accurate documentation of system changes, configurations, and support activities
• Support ticket queues and ensure timely resolution of incidents and service requests
• Coordinate with telecom, network, security, and business teams for implementation activities
• Assist with testing and validation during upgrades, migrations, or maintenance activities
• Support additional voice and contact center products/tools as required

Preferred Qualifications

• Experience with Avaya Contact Center or Avaya Experience Platform
• Knowledge of SIP, VoIP, and telephony networking fundamentals
• Exposure to additional workforce optimization or call recording tools
• Avaya certifications are a plus