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Lead AVAYA Software Engineer

Lead AVAYA Software Engineer| Information-technology | Glen Allen, VA, USA

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Responsible for implementation, configuration and day-to-day operational support of Avaya and Nice call recording infrastructure. 

• Implements and supports the telephony infrastructure including: Avaya CM, SIP, CMS, AES, VoIP, and various Call Center applications.
• Implement, maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers and 2 data centers.
• Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging. 
• Other job functions will be to assist in the design, implementation and management of projects that may include new locations or deploying new technologies across the network.
• Implements and maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging.  Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
• Performs routine system administration and maintenance on local or remote locations with no impact to the business.
• Keeps documentation up to date for all telecommunications systems such call center routing, trunking and voice announcement scripts.
• Proactively analyses, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner.
• Resolves open help desk tickets and verifies all issues were properly resolved and documented.
• Interacts with end-users and all levels of management in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.


• Excellent verbal and written communication, interpersonal and customer service skills.
• Strong organizational skills
• A minimum of 3-4 years of experience in a related role
• Self-starter, able to work independently and as part of a team in a fast paced environment.
• Detailed knowledge of Avaya Communication 6.2.X in a distributed environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM (ISDN and RBS), CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, Avaya 1X Agent, Avaya IP Agent, ACCCM, NICE 4.1 Call Recording and Verint Call Recording

Preferred Qualifications
• Avaya PBX and Nice call Recording knowledge a plus
• Degree Preferred

Job ID: 315655