Senior Avaya Engineer (Oceana hands on experience required)

We are seeking a highly specialized Avaya Engineer with extensive experience in enterprise-grade telecommunications and advanced unified communications. This role focuses heavily on omnichannel contact center environments, specifically leveraging Avaya Oceana and the Avaya Aura suite. The ideal candidate will drive system customization, execute complex API integrations with CRM platforms, and ensure the seamless operation of Avaya Workforce Management (WFM) solutions to optimize contact center performance.

Key Responsibilities

•    Contact Center & Oceana Deployment: Design, implement, and manage advanced contact center infrastructures, serving as the subject matter expert for Avaya Oceana and omnichannel routing solutions.

•    Avaya Aura Administration: Maintain and troubleshoot the core Avaya Aura ecosystem, including Communication Manager (CM), Session Manager (SM), System Manager (SMGR), and Avaya Experience Portal (AEP).

•    API & CRM Integration: Lead the integration of Avaya systems (via AES and modern APIs) with enterprise CRM platforms and third-party applications to ensure unified agent desktops and seamless data synchronization.

•    Avaya Customization: Develop and deploy custom routing policies, vectors, VDNs, and IVR Orchestration Designer (OD) code across UAT and Production environments to meet specific business workflows.

•    Workforce Management (WFM): Support, configure, and maintain Avaya WFM, Avaya Forecasting, and integrated call recording applications (such as NICE) to optimize agent scheduling and quality assurance.

•    Network & SIP Management: Configure and troubleshoot SIP trunks, Session Border Controllers (SBC), and Media Gateways to ensure highly available, secure voice traffic.

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technology field.

• Experience: 10+ years of dedicated VoIP and telecommunications experience, operating at an L2/L3 Support or Solution Architect level.

• Core Competencies:

o Deep expertise in Avaya Oceana, Avaya Aura, and comprehensive Contact Center operations.

o Proven track record in Avaya Customization and managing complex IVR/voice application deployments.

o Strong hands-on experience with API and CRM integrations, utilizing Avaya AES and Tomcat servers.

o Proficiency in configuring and monitoring Avaya WFM, Avaya CMS, and Call Recording platforms.

o Solid foundational knowledge of SIP, ISDN PRI, routing protocols, and SBC administration.

• Certifications: Avaya Certified Implementation Specialist (ACIS) is highly preferred.