Senior Avaya Engineer (Oceana hands on experience required)

Virtua Advanced Solution; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Virtua Advanced Solution seeks an Avaya Engineer with deep expertise in enterprise telecoms and unified communications. You will focus on Avaya Oceana and Avaya Aura in omnichannel contact centers, driving system customization and complex API integrations with CRM platforms to ensure seamless agent desktops and data sync.

You will also deploy and customize IVR and routing policies, support Avaya WFM and call recording integrations, and manage SIP/ SBC configurations to maintain highly available

Qualifications

• Bachelor's degree in CS or related field is required.
• 10+ years of VoIP/telecom experience at L2/L3 or solutions architect level preferred.
• ACIS certification is highly preferred.

Responsibilities

• Design, implement and manage advanced contact center infrastructures with Avaya Oceana and omnichannel routing.
• Maintain Avaya Aura components: CM, SM, SMGR, AEP.
• Lead API and CRM integrations to ensure unified agent desktops.
• Develop and deploy routing policies, VDNs, and IVR orchestration across environments.
• Support Avaya WFM,Forecasting and integrated recording systems to optimize scheduling.
• Configure and troubleshoot SIP trunks, SBCs and media gateways.

Skills

Avaya Oceana

Avaya Aura

APIs

CRM integrations

WFM

SIP management

Networking

Education

Bachelor's degree in Computer Science or related field

Avaya Certified Implementation Specialist (ACIS)

Tools

AES

Tomcat

NICE

Avaya CMS

Job description

We are seeking a highly specialized Avaya Engineer with extensive experience in enterprise-grade telecommunications and advanced unified communications. This role focuses heavily on omnichannel contact center environments specifically leveraging Avaya Oceana and the Avaya Aura suite. The ideal candidate will drive system customization execute complex API integrations with CRM platforms and ensure the seamless operation of Avaya Workforce Management (WFM) solutions to optimize contact center performance.

Key Responsibilities

• Contact Center & Oceana Deployment: Design implement and manage advanced contact center infrastructures serving as the subject matter expert for Avaya Oceana and omnichannel routing solutions.
• Avaya Aura Administration: Maintain and troubleshoot the core Avaya Aura ecosystem including Communication Manager (CM) Session Manager (SM) System Manager (SMGR) and Avaya Experience Portal (AEP).
• API & CRM Integration: Lead the integration of Avaya systems (via AES and modern APIs) with enterprise CRM platforms and third-party applications to ensure unified agent desktops and seamless data synchronization.
• Avaya Customization: Develop and deploy custom routing policies vectors VDNs and IVR Orchestration Designer (OD) code across UAT and Production environments to meet specific business workflows.
• Workforce Management (WFM): Support configure and maintain Avaya WFM Avaya Forecasting and integrated call recording applications (such as NICE) to optimize agent scheduling and quality assurance.
• Network & SIP Management: Configure and troubleshoot SIP trunks Session Border Controllers (SBC) and Media Gateways to ensure highly available secure voice traffic.

Qualifications

• Education: Bachelors degree in Computer Science Engineering or a related technology field.
• Experience: 10 years of dedicated VoIP and telecommunications experience operating at an L2/L3 Support or Solution Architect level.
• Certifications: Avaya Certified Implementation Specialist (ACIS) is highly preferred.

Core Competencies

• Deep expertise in Avaya Oceana Avaya Aura and comprehensive Contact Center operations.
• Proven track record in Avaya Customization and managing complex IVR/voice application deployments.
• Strong hands-on experience with API and CRM integrations utilizing Avaya AES and Tomcat servers.
• Proficiency in configuring and monitoring Avaya WFM Avaya CMS and Call Recording platforms.
• Solid foundational knowledge of SIP ISDN PRI routing protocols and SBC administration.

Remote Work

No

Employment Type

Full-time