Implementation Engineer – Unified Communications, Contact Center Solutions

This is a fully remote position, open to applicants in Connecticut, +5 more states.

📋 Description

• Deploy and manage Unified Communications Solutions.

• Collaborate with Solution Architects and Project Managers to roll out new solutions.

• Execute upgrades and resolve customer issues to ensure positive customer experiences.

• Install, upgrade, and troubleshoot the Avaya Aura suite, which includes Communication Manager, Application Enablement Services, System Manager, Session Manager, Session Border Controller, AADS, and Messaging.

• Evaluate existing customer systems and provide insights on migration or upgrade efforts.

• Integrate Avaya Aura with Call Center solutions as necessary.

• Set up SIP circuits between Aura and SBCs like AudioCodes.

• Provide support for Microsoft Teams Calling utilizing Direct Routing.

• Supervise Carrier Voice Network Management and third-party connectivity.

• Conduct infrastructure patching and maintenance to ensure a secure and stable telephony environment.

• Configure E911 systems as required to comply with FCC regulations.

• Work in conjunction with the managed services team to assist with complex customer issues and P1 tickets.

⛳️ Requirements

• Over 5 years of experience in managing enterprise voice systems.

• Demonstrated expertise in the management, implementation, and upgrades of the Avaya Aura suite (CM, AES, SMGR, SM, Client, Messaging).

• Practical experience with Session Border Controllers.

• Strong comprehension of Microsoft Teams Calling with Direct Routing.

• Familiarity with Genesys Cloud and Genesys Engage platforms.

• Knowledge of Carrier Voice Network Management.

• Understanding of voice security, fraud detection, and third-party telephony integrations.

• Availability to participate in on-call rotation, including after-hours and weekends.

• Excellent written and verbal communication skills for drafting proposals, scopes of work, RFP/RFI responses, design summaries, workshops, and internal enablement.

• Strong analytical, collaborative, problem-solving, prioritization, and follow-through abilities.

• Willingness to travel as needed.

• Travel may be necessary for customer meetings, discovery sessions, manufacturer events, internal meetings, conferences, and on-site tasks.

• AADS integration experience with SSO / AD for Remote Worker is highly preferred.

• Experience managing complex Avaya IP Network regions is highly preferred.

• Candidates must not be located in NY, NJ, CT, DC, MA, RI, or IL.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Basic term life and AD&D insurance (fully covered by the company).

• Annual paid time off: 15 days of PTO and 9 paid holidays.

• 401(k) Plan with Employer Matching Contribution of 4%.

• Wellness program that offers up to $500 in cash awards.

• Employee Assistance Program.