On-Site Certified Call Manager_Technician

LOUi Consulting; Charleston (SC); On-site; USD 95,000 - 125,000; Full time

Job summary

LOUi Consulting seeks an On-Site Certified Call Manager Technician to provide hands-on administration, operation, maintenance, troubleshooting, patching, backup, security compliance, and technical support for the Joint Base Charleston Avaya voice environment. The role focuses on sustaining Avaya Communication Manager and related platforms, including SIP/PRI trunks and system upgrades.

The technician coordinates with DoD personnel to ensure 24/7 mission voice availability and works on-site at

Qualifications

• Current CompTIA Security+ certification at commencement of cyberspace work.
• Current certificates for Avaya CM, System Manager, Aura Session Manager, and SBC Enterprise.
• BICSI Registered Cabling Installer, Technician level certification or equivalent experience.
• Active U.S. Tier 3 / Secret security clearance.
• Ability to obtain CAC/base access and complete required security training.

Responsibilities

• Operate, administer, maintain, troubleshoot, and restore Avaya components.
• Perform moves, adds, changes, translations, dial-plan maintenance, trunk/config updates.
• Maintain SIP/PRI trunks; analyze CDRs, SIP ladders, logs to isolate faults.
• Coordinate patching and upgrades; create upgrade plans with security and downtime details.
• Respond on-site to outages; document corrective actions.
• Coordinate with network, VPS/NOC, vendors, and Government personnel.

Skills

Avaya CM

VoIP/UC tech

SIP/PRI/VoIP

English

Education

High school diploma or GED

Associate degree in Telecommunications or IT

Job description

Position Summary

The On-Site Certified Call Manager Technician provides hands‑on administration, operation, maintenance, troubleshooting, patching, backup, security compliance, and technical support for the Joint Base Charleston Avaya voice environment. The technician sustains Avaya Communication Manager and associated system‑management, session‑management, border‑controller, voicemail, virtual‑server, and trunking components while maintaining highly reliable mission voice services.

Key Responsibilities

• Operate, administer, maintain, troubleshoot, and restore Avaya Communication Manager, System Manager, Aura Session Manager, Session Border Controller Enterprise, Local Session Controller, voicemail, media gateways, and associated platforms.
• Perform moves, adds, changes, deletes, translations, dial‑plan maintenance, trunk/circuit configuration, line protocol changes, number reclamation, and subscriber administration.
• Maintain SIP and PRI trunks; analyze call‑detail records, SIP ladders, ports, protocols, alarms, logs, and traffic/capacity data to isolate and resolve faults.
• Perform system and database backups within required timelines and maintain accurate, organized, current voice‑system and voicemail databases.
• Coordinate patching and upgrades for Avaya applications, hypervisors, Linux/Windows servers, and related systems; develop upgrade execution plans with security, downtime, and implementation details.
• Apply OEM guidance, JITC configurations, DoDIN Approved Products List requirements, Military Unique Deployment Guides, STIGs, and local Information Assurance controls.
• Assist with DoD PKI certificate requests, installation, tracking, and expiration notifications.
• Respond on site to emergency, priority, and routine outages and continue repair actions until service is restored; document corrective actions and update records.
• Coordinate with network, transport, VPS/NOC, vendor, and Government personnel; support system upgrades, design reviews, technical solutions, and special projects.

Required Skills and Competencies

• Advanced hands‑on expertise with current Avaya Communication Manager environments and enterprise voice/Unified Communications technologies.
• Strong knowledge of SIP, PRI, VoIP, TCP/IP, VLANs, call routing, dial plans, media gateways, SBCs, virtualization, Linux, Windows Server, and voice cybersecurity.
• Ability to use diagnostic tools, system logs, CDRs, protocol traces, and vendor support resources to resolve complex voice incidents.
• Working knowledge of CAIRS/TMS records, work orders, trouble tickets, configuration management, inventory, and technical documentation.
• Ability to communicate technical findings clearly to customers, management, cybersecurity personnel, vendors, and Government representatives.
• Proficiency in reading, writing, speaking, and understanding English.

Required Certification / Credentials

• Current CompTIA Security+ certification at commencement of cyberspace work and maintained throughout employment.
• Current certificates of completion/approved qualifications for administration of Avaya Communication Manager, Avaya System Manager, Avaya Aura Session Manager, and Avaya Session Border Controller Enterprise.
• Current BICSI Registered Cabling Installer, Technician‑level certification; or qualifying installation experience and applicable factory‑approved manufacturer certifications where permitted by the PWS.
• Active U.S. Tier 3 / Secret security clearance.
• Ability to obtain and maintain CAC/base access and complete required Anti‑Terrorism/security training.

Education

• High school diploma or GED required.
• Associate degree in Telecommunications, Electronics, Information Technology, Networking, Cybersecurity, or a related field preferred. Relevant military technical school, OEM training, or documented specialized experience may substitute.

Experience

• Minimum 5 years of enterprise voice‑switching/VoIP support experience recommended, including at least 3 years of recent hands‑on Avaya Communication Manager administration and troubleshooting.
• Experience supporting mission‑critical systems with strict availability, outage‑response, configuration‑control, and cybersecurity requirements required.
• DoD/Air Force base telecommunications, Avaya Government/Federal Solutions, or comparable large‑campus voice environment experience strongly preferred.

Work Environment / Physical Requirements

• On‑site work in data centers, dial central offices, telecommunications rooms, and customer facilities; occasional work near ISP/OSP infrastructure.
• Ability to support 24/7/365 emergency call‑back, after‑hours maintenance windows, exercises, and scheduled outages.