Telecommunications Engineer

CBTS; Detroit (MI); Hybrid; USD 70,000 - 95,000; Full time

Job summary

CBTS in Detroit, MI is seeking an Avaya Voice Support Technician to manage MACs and maintain Avaya voice and contact center systems, blending on-site work with remote days.

You will work through ticket queues, use CMS and related tools for reporting, perform basic troubleshooting, install G450 gateways and CS1000 systems, and document activities to keep client environments running smoothly.

Qualifications

• 5+ years of experience in telecommunications or voice support.
• Proficiency with Avaya CMS and related applications.
• Hands-on experience with Avaya G450 Gateway and CS1000 installations.
• Strong communication and customer service skills; ability to work in a ticket-based environment.

Responsibilities

• Work the ticket queue for MACs on Avaya voice and contact center systems.
• Use Avaya CMS and related applications to support reporting and contact center operations.
• Perform basic troubleshooting and escalate complex issues as needed.
• Serve as a point of contact for end users, communicating clearly and professionally.
• Install and support Avaya G450 Media Gateways.
• Install and support Avaya CS1000 systems.
• Perform cable cross-connects and identify cabling and circuits.
• Complete system configuration and data clean-up projects when not working tickets.
• Document work performed and keep ticket records accurate and up to date.

Skills

Customer service

Ticketing system experience

Voice system troubleshooting

Independent data cleanup

Cable cross-connects

Telecommunications experience

Tools

Avaya CMS

Avaya G450 Gateway

CS1000

Job description

CBTS helps mid-market and enterprise clients across North America modernize, secure, and manage their technology environments. As an Avaya Voice Support Technician, you will be the hands-on support resource for our clients' Avaya telephony environments. You will work service tickets, handle moves, adds, and changes, and keep contact center and voice systems running smoothly. This is a hybrid position based in Detroit, combining on-site work with the flexibility to work remotely 2 days per week.

Responsibilities

• Work the ticket queue for moves, adds, and changes (MACs) on Avaya voice and contact center systems
• Use Avaya Call Management System (CMS) and associated applications to support reporting and contact center operations
• Perform basic troubleshooting and escalates complex issues as needed
• Serve as a point of contact for end users, communicating clearly and professionally
• Install and support Avaya G450 Media Gateways
• Install and support Avaya Communication Server 1000 (CS1000) systems
• Perform cable cross-connects and identify cabling and circuits
• Complete system configuration and data clean-up projects when not working tickets
• Document work performed and keep ticket records accurate and up to date

Requirements

Required

• Working knowledge of Avaya CMS and associated applications
• Hands-on experience with Avaya G450 Gateway installation and support
• Hands-on experience with Avaya CS1000 installation and support
• Experience with cable cross-connects and cable identification
• Ability to troubleshoot basic voice system issues
• Ability to perform configuration and data clean-up tasks independently
• Strong customer service and communication skills
• Experience working in a ticket-based environment
• Ability to work on-site in Detroit [X] days per week
• 5+ years of experience in telecommunications or voice support

Preferred

• Avaya certifications
• Experience with Avaya Communication Manager
• Prior experience supporting enterprise or multi-site clients

Work Arrangement

This is a hybrid role based in Detroit. Team members split their time between the office, client sites as needed, and remote work. Some on-site presence is required for installations, cabling work, and team collaboration.

About CBTS

CBTS serves more than 3,000 clients across North America, delivering technology services that help organizations achieve their business goals. We are committed to a culture of collaboration, accountability, and continuous growth.

CBTS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.