Sr Telephony Solution Engineer

Global Channel Management, Inc; Evansville (IN); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A leading telephony solutions provider in Evansville, IN is seeking a Sr Telephony Solution Engineer with expertise in Avaya systems. The role requires a Bachelor's degree in a related field and 7+ years of experience with call center technology. Responsibilities include troubleshooting, supporting voice initiatives, and ensuring operational effectiveness. The position offers a hybrid work schedule with on-site duties approximately 3 days a week.

Qualifications

• 7+ years with call center technology, preferable with Avaya.
• Ability to respond to issues within a 4 hour period.
• Hands-on experience with Avaya servers such as S8300, S8410, S8500, S8700, and S8800.

Responsibilities

• Resolve issues with Avaya systems on site.
• Support voice engineering initiatives for ongoing operations.
• Implement and troubleshoot voice-related solutions.

Skills

Call center technology

Customer service skills

Troubleshooting Avaya problems

Installation and configuration

Education

Bachelor's degree in Network, Engineering, or Telecommunications

Tools

Avaya Communication Manager

Avaya Aura Messaging

Avaya CMS

Avaya OneX Agent

Job description

About the job Sr Telephony Solution Engineer

Sr Telephony Solution Engineer needs 7+ years with call center technology Avaya, Alvaria, Noble, LiveVox, or similar Telephony platforms . 5+ years with Avaya Communication Manager. Versions 5.2.1 and above is preferable

Sr Telephony Solution Engineer requires:

Bachelors degree in Network, Engineering, or Telecommunications. Years of experience can serve as education experience as well. Can be available 24/7 or able to respond within a 4 hour period if needed

Avaya certifications preferred: ACA or ACIS or ACSS or ACS or ACE or ACSA . Hands on experience with Avaya servers such as S8300, S8410, S8500, S8700 and S8800 server .

Demonstrated experience on Avaya SM/SMGR/SBC .

Proficient in installation and configuration of Avaya Systems .

Good understanding of Avaya architecture and design .

Design experience on Avaya Unified communication products .

Experience with other Avaya appliances, i.e. Avaya Aura Messaging, Avaya CMS, and Avaya OneX Agent .

Excellent customer service skills, highly motivated, self-starter .

A thorough understanding of how to troubleshoot Avaya problems

Desired Skills.

Bachelors degree in Network, Engineering, or Telecommunications.

Years of experience can serve as education experience as well

Hybrid work schedule with approximately 3 days per week onsite in Evansville IN office.

Sr Telephony Solution Engineer duties:

Resolve issues with the Avaya systems on site

Supports voice engineering initiatives for all project-related and ongoing operations support for voice communications services

Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages

Responsible for day to day adds, moves, changes, and user troubleshooting;

Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations

Monitors ticket queues to ensure customer tickets and service requests are promptly addressed

Monitors, review, recommend, test, and implement new software revision/feature sets/patch evaluation and trade studies, periodic system refresh