UC Voice Field Engineer

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Position Overview: The Avaya Unified Communications (UC) Engineer is responsible for the design, implementation, management, and support of Avaya UC systems. This includes hardware and software components such as Avaya Aura, Session Manager, and Communication Manager. The role requires a deep understanding of telephony systems, VoIP (Voice over IP), call routing, and network integration to ensure the seamless operation of Avaya communications solutions.

Key Responsibilities:

• Implementation & Configuration:
• Install, configure, and maintain Avaya Unified Communications platforms including Avaya Aura Communication Manager, IX Messaging, CMS, Avaya System/Session Manager, and Avaya SBCs.
• Set up, configure, and integrate various communication devices (handsets, softphones, etc.) with Avaya solutions.
• Manage and support call flows, call routing, and dial plans for enterprise-level environments.
• Maintenance & Support:
• Provide ongoing support and troubleshooting for all aspects of Avaya UC systems, ensuring minimal downtime and rapid issue resolution.
• Perform regular system updates, patches, and upgrades.
• Maintain detailed documentation of the system configuration, upgrades, and changes.
• Monitoring & Optimization:
• Monitor system performance, identify areas for improvement, and optimize the UC environment for performance and scalability.
• Analyze and resolve performance issues related to call quality, network latency, or system capacity.
• Collaboration & Integration:
• Work closely with IT, network, and security teams to integrate Avaya UC systems with existing infrastructure.
• Provide expertise in integrating Avaya UC solutions with third-party applications, such as CRM systems, cloud platforms, or other communication solutions.
• End-User Training & Support:
• Provide end-user training and support to ensure smooth use of the Avaya UC solutions.
• Create and update user guides, documentation, and FAQs for internal teams and end-users.

• Security & Compliance:
• Implement and maintain security protocols, including encryption and authentication, to ensure the security of communications.
• Ensure Avaya systems comply with organizational and industry-specific security and privacy standards.

Qualifications:

• Education & Certifications:
• Bachelor’s degree in information technology, Computer Science, or related field (preferred).
• Avaya certifications such as Avaya Certified Implementation Specialist (ACIS), Avaya Certified Support Specialist (ACSS), or equivalent is highly desirable.
• Experience:
• 5+ years of experience in the implementation and support of Avaya Unified Communications platforms.
• Hands-on experience with Avaya Communication Manager, Avaya Aura, and related systems.
• Strong understanding of VoIP technologies, SIP, and telephony protocols.
• Technical Skills:
• Proficient in network design and troubleshooting, with a focus on voice over IP (VoIP) and quality of service (QoS).
• Experience with Avaya call center solutions, call routing, and IVR systems is a plus.
• Knowledge of network infrastructure, firewalls, and security in a UC environment.
• Soft Skills:
• Strong analytical, problem-solving, and troubleshooting abilities.
• Ability to work independently and in a team environment.
• Excellent communication and interpersonal skills.

Preferred Skills:

• Experience with Avaya Contact Center solutions (e.g., Avaya Aura Contact Center, Avaya Elite Multichannel).
• Familiarity with cloud-based UC platforms and integration with Avaya solutions.
• Knowledge of Microsoft Teams and integration with Avaya UC.

Working Conditions:

• Full-time, with on-call or after-hours support.
• Occasional travel may be required for system installations and troubleshooting.

Compensation:

• Competitive salary based on experience.
• Benefits package (healthcare, retirement, etc.) available.

This role is an excellent opportunity for a skilled Avaya UC Engineer to further their career in a dynamic and rapidly evolving telecommunications environment.

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