Implementation Engineer – Unified Communications, Contact Center Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Deploy and manage Unified Communications Solutions.

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

• Conduct upgrades and resolve customer issues to ensure positive outcomes for clients.

• 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 give insights on migration or upgrade efforts.

• Integrate Avaya Aura with call center solutions as necessary.

• Configure SIP circuits between Aura and SBCs such as AudioCodes.

• Provide support for Microsoft Teams Calling utilizing Direct Routing.

• Manage Carrier Voice Network and third-party connectivity.

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

• Configure E911 as needed to comply with FCC regulations.

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

• Travel for customer meetings, discovery sessions, manufacturer events, internal meetings, conferences, and on-site work as necessary.

⛳️ 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).

• Hands-on experience with Session Border Controllers.

• Strong understanding of Microsoft Teams Calling with Direct Routing.

• Experience with Genesys Cloud and Genesys Engage platforms.

• Familiarity with Carrier Voice Network Management.

• Knowledge in voice security, fraud detection, and third-party telephony integrations.

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

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

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

• Readiness to travel as required.

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

• Experience in managing complex Avaya IP Network regions is highly desirable.

• Candidates must not reside 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 consisting of 15 days of PTO and 9 paid holidays.

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

• Wellness program offering up to $500 in cash awards.

• Employee Assistance Program.

• Fully remote work arrangement.