Job Description


Seeking a highly skilled field engineer capable of advanced diagnostics and troubleshooting on multiple technology platforms, including Avaya CM, AES, CMS, ACR, voice mail, Avaya / Verint WFO call recording, IVR, Forum, Verasmart, speech analytics, and CTI components. The Lead Engineer will maintain current certifications for WRNMMC's CM, voice mail, and contact center products. They will be primarily responsible for resolving any problems with proper UC-specific system operation.

Essential Functions

  • Implementation, management, maintenance, and troubleshooting of Voice System components, network regions and related VLANs, and subscriber moves/adds/changes/deletions requested via the WRNMMC ticket system(s) or at the specific request of the WRNMMC COR
  • Assist the customer with establishment of Voice System programming standards
  • Meet with end-user individuals and departments to collect mission-specific Voice service requirements
  • Independently troubleshoot Voice System component and- network regions and associated VLANs to identify root causes, isolate issues, and resolve potential system anomalies or service outages
  • Review system logs to proactively identify potential issues.
  • Make recommendations for system improvements based on industry recommended practices
  • Maintains Voice System components in operational condition with support of O&M Program Team
  • Review Voice System component software versions and patch levels to identify and apply updates in collaboration with the Server Admin, ensuring systems are maintained and operating on current, supported software versions
  • Perform preventative maintenance and diagnostics
  • Provide Tier I and II triage functions such as repair and restore functions in the event of component failure or system outage
  • Work with Tier III Technical Assistance Center (TAC) engineers at the Contractor's organization and Tier IV engineers at the manufacturer's TAC to resolve complex issues as applicable.
  • Comfortably interact with customer and peers to perform required job functions
  • Work under pressure, prioritizing and handling a variety of concurrent work assignments.


  • Avaya CM and Avaya Contact Center certifications are required
  • Must have Avaya CM Experience
  • Must have experience with Aura Applications
  • Must have AIPS (Avaya Implementation Professional Specialist)
  • Must have ASPS (Avaya Support Professional Specialist)
  • Must have ACSS (Avaya Certified Support Specialist)
  • ACSE (Avaya Certified Solution Expert) a plus
  • ACIS (Avaya Certified Implementation Specialist) a plus
  • Call Center Applications


  • Minimum 15 years of experience with Avaya systems.


  • Bachelor's degree or 4 years of Avaya CM Lead Engineer experience

Additional Eligibility Qualifications

  • Minimum certification for DoD 8570 / DoDI 8140 IAT-II role is required.
  • Comp TIA Security +
  • Comp TIA CySA+

Security Clearance

  • Must possess or be able to obtain/maintain a Top-Secret clearance.
Job Title
Avaya Voice Engineer - DC

City State
Bethesda MD
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