Avaya Engineer - Global Data Consultants

Overview:

GDC IT Solutions is currently seeking an onsite Avaya Engineer in the Hershey, PA area.

Position Overview:

 

The Avaya Engineer will be responsible for managing and supporting Avaya voice and video network infrastructure, including design, implementation, and maintenance of call routing solutions. Key tasks include troubleshooting system issues, handling day-to-day adds, moves, and changes, and responding to escalated incidents. The role also involves recommending improvements to network architecture, coordinating service outages, and supporting ongoing voice engineering projects. The ideal candidate will have expertise in integrating new telecommunication technologies, ensuring system performance, and providing timely solutions to critical incidents while maintaining strong client and internal team support.

Responsibilities:

• Manage core network infrastructure, including voice and video engineering, field engineering, application management, network analytics, firewalls, access controls, and bandwidth service delivery.
• Provide expert support to internal teams and clients on voice network systems and applications.
• Collaborate with clients and internal teams to design and implement efficient call routing solutions.
• Oversee and maintain the voice network and systems to ensure optimal performance.
• Recommend strategic solutions and improvements for voice network architecture and operations.
• Ensure timely resolution of incident tickets, adhering to service level targets.
• Handle day-to-day tasks including adds, moves, changes, and user troubleshooting.
• Resolve onsite issues related to Avaya systems and related technologies.
• Implement and troubleshoot enterprise-level voice solutions, incidents, and system outages.
• Support voice engineering initiatives, including both project-based and ongoing operational needs.
• Respond to escalated incidents and service requests from Delivery/Operations teams, ensuring timely resolution.
• Coordinate planned and unplanned service outages, as well as routine maintenance activities and ongoing project support.
• Ensure quick response to critical incidents, resolving them within defined service level targets.
• Maintain awareness of system maintenance schedules, outages, and global events that could impact IT operations.
• Recommend and integrate new voice, video, and unified communications technologies to improve system performance.
• Monitor, test, and implement software revisions, feature updates, patches, and conduct periodic system refresh evaluations.
• Engage with customers to discuss and provide solutions for complex tasks (e.g., large-scale moves or system changes).

Minimum Qualifications:

• 5+ years of experience working with call center technologies, voice systems, and voice networks, with a strong emphasis on VoIP systems (both H.323 and SIP).
• Proven expertise in configuring SIP trunks, including routing via AAR/ARS.
• Extensive experience with Avaya Communication Manager, including versions 8.x and 10.x.
• Solid background in working within complex IT environments, especially those with multi-platform technical ecosystems.
• Proficient in the administration, maintenance, and implementation of Avaya Aura platforms and related adjunct systems.
• In-depth knowledge of VoIP technologies, inbound and outbound voice networks, and a solid understanding of network protocols and circuit provisioning.
• Strong working knowledge of LAN protocols and network standards.
• Demonstrated success in managing multiple projects concurrently and collaborating across all organizational levels.
• Ability to work effectively as a service provider within project teams, ensuring timely delivery and quality outcomes.
• Proven skills in planning, designing, and implementing voice networks to meet organizational needs.
• Excellent interpersonal and communication skills, with the ability to interact with customers to assess needs and propose effective solutions.
• In-depth experience with Avaya Communication Manager (ARS and AAR) for enterprise-level voice services.
• Familiarity with additional Avaya solutions, such as Avaya Aura Messaging, Avaya CMS, and Avaya OneX Agent.
• Working knowledge of basic telephony concepts, including wiring, cross-connects, and demarcation points.

Preferred Experience:

 

Preferred Experience

 

• Experience working with Nortel CS1000 systems, including code configuration, troubleshooting, and system optimization.
• Proficient in configuring Terminal Node Blocks (TNB) and programming within the Nortel environment to ensure system stability.
• Solid knowledge of Digital Switch Controller (DSC) management for effective routing and performance across Nortel systems.
• Experience configuring and troubleshooting Session Manager routing to ensure smooth call handling and system connectivity.
• Familiar with working with legacy Nortel and Avaya systems, including integration, migrations, and platform transitions.
• Comfortable using Command Line Interface (CLI) commands for system setup, diagnostics, and configuration changes.
• Knowledge of modifying BARS (Basic Administration Records System), NARS (Network Access Routing System), and DSC programming to improve network performance.

 

What We Do:

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation

• Career Growth Opportunities

• Employee-Centric Environment

• Comprehensive Benefits Package

• Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

 

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