Avaya L3 Operations Engineer

The Avaya L3 Operations Engineer will be responsible for advanced support and day- to-day operations of Avaya voice and contact center systems. This role handles complex issues escalated from L1/L2 teams, supports major upgrades and changes, and ensures stable and highly available enterprise voice services.

Key Responsibilities

 Handle complex Avaya voice and contact center issues escalated from L1/L2 teams

 Support and maintain Avaya Aura core systems (Communication Manager, Session Manager, Messaging)

 Configure and support Avaya SBCs for secure remote access and SIP trunking

 Provide advanced support for Avaya Contact Center platforms

 Lead system upgrades, migrations, and major changes

 Manage voicemail, messaging, and email integrations

 Support PRI and SIP circuits and lead migrations to SIP

 Work with Cisco teams to support Avaya–Cisco call integrations

Technical Skills & Expertise

Core Platforms - Avaya Aura CM (v10+), System Manager, Session Manager, AES, ESS, SBC, IX messaging, Breeze, workplace attendant, G430/G450/G650 Media Gateways.

Networking/SIP - Expert knowledge of SIP, H.323, ISDN PRI, and VoIP protocols. Mastery of QoS (Quality of Service) and Codecs (G.711, G.729).

Application Layer - Avaya Aura Messaging, AES (Application Enablement Services), CMS, and Avaya Breeze.

Tools - Wireshark, MST (Message Sequence Tracer), Nectar, or Prognosis for proactive monitoring.

Virtualization - Hands-on experience with VMware ESXi as it relates to Avaya OVA deployments.

Cisco Collaboration - Cisco CUCM, CUBE (Cisco Unified Border Element), and Unity Connection.

Required Qualifications:

 Experience: 8+ years of hands-on experience in Avaya Voice/UC Engineering within an enterprise environment.

 Certifications (Highly Preferred): * ACIS (Avaya Certified Integration Specialist)

o ACSS (Avaya Certified Support Specialist) in Aura Core Components or Contact Center.

 Soft Skills: Strong incident management skills under high-pressure "Major Incident" (P1/P0) scenarios.