Overview
Skills
Job Details
Role / Skills - Senior Telephony Engineer Unified Communications
Location Onsite/Remote Remote
Senior Telephony Engineer Unified Communications
Division: Enterprise Technology Unified Communications Team
Overview:
Transamerica s Unified Communications team delivers enterprise-grade voice and collaboration services across global Contact Center and Non-Contact Center environments. We support a hybrid telecommunications ecosystem anchored in Avaya and Microsoft Teams, complemented by technologies such as AudioCodes, Calabrio, Virtual Hold, Inova, and Lumen.
As a Senior Telephony Engineer, you will play a pivotal role in maintaining and evolving our complex on-prem and cloud-based telephony infrastructure. You ll collaborate with internal teams, vendors, and customers to ensure secure, scalable, and reliable communications services.
What You ll Do
- Conduct daily system health checks to ensure service availability and reliability
- Collaborate with internal teams, vendors, and third parties to resolve complex voice networking and SIP routing issues, maintaining incident SLAs, and often representing the team during outage investigations
- Manage SIP trunking and end-to-end call routing with Lumen and AudioCodes, including support for third-party integrations and BPOs
- Fulfill service requests and implement access/configuration changes within SLA timelines
- Partner with Avaya and ConvergeOne to plan and execute upgrades across the on-prem Avaya platform:
o CMS (R18 R20), AES ( R10), CM ( R10)
- Deploy new Avaya SBCs in Europe to support our global customer base
- Replace G650s with virtual Media Servers to maintain supportability and remove tech debt
- Oversee server vulnerability remediation in coordination with security teams and vendors
- Administer identity, root, and intermediate certificates across Avaya and UC systems
- Document processes and contribute to customer-facing knowledge articles
What You ll Bring
- Minimum Qualifications:
o 10+ years experience supporting global contact centers as a telephony engineer
o Expert in deploying and maintaining Avaya on-prem platforms, including CMS, AES, CM, and SBCs
o Proven success managing Avaya upgrades, service packs, and security patches
o Skilled in integrating and supporting SIP trunks, AudioCodes SBCs, Calabrio, Virtual Hold, Inova, and IVR systems
o Proficient in end-to-end voice traffic management from Lumen to Avaya
o Strong troubleshooting skills with SIP call flows, headers, and ladder diagrams
o Experience leading upgrade cutovers and first-day-of-business support
o Effective collaboration with vendors (Avaya, ConvergeOne) on system upgrades
o Ability to resolve complex Avaya system issues across teams
o Hands-on administration of Avaya Aura suite and Agent for Desktop
o Capable of managing identity certificates across UC platforms
o Excellent communication and cross-functional collaboration skills
Preferred Qualifications:
o Experience with call recording (preferably Calabrio) and callback technologies (e.g., Virtual Hold)
o Familiarity with Avaya in virtual environments (Citrix, Azure)
o Proficient in ServiceNow and Avaya call routing (vectors, VDNs, skills)
o Skilled in building and interpreting Avaya CMS reports
o Experience managing incidents, problems, knowledge, and changes in ServiceNow