
Avaya Engineer Tier 3
Inpiredge IT Solutions
Requirements:
Provide remote Tier/Level 3 support by troubleshooting, diagnosing, and resolving incidents related to
Avaya Core communication systems and associated technologies
These technologies include, but are not limited to, the following:
All versions and formfactors of Avaya Aura Communication Manager (AACM), Avaya Media Gateways,
System Manager (SMGR), Avaya Aura Session Manager (AASM), Aura Messaging (AAM), System
Platform (VSP), Appliance Virtualization Platform (AVP), Avaya Aura Device Services (AADS), Avaya
Aura Media Servers (AAMS), Application Enablement Services (AES), Call Management System (CMS),
and Avaya Workforce Engagement/Optimization (WFO) Applications.
Provide administration and configuration MACD-level support for all previously noted Avaya Core
communication systems and associated technologies
Utilize Avaya System Manager (SMGR) solution for deployments, configurations and support of Avaya
Aura solution elements, applications, and services
Design, deploy, and configure Avaya Session Manager (ASM) solutions to support both Avaya and 3rd
party SIP endpoints and trunks
Design, deploy, and configure Session Border Controller (SBC) solutions to interconnect, transform,
route and secure internal/edge sourced SIP services
Design, deploy, and configure full suite of Avaya Call Management System (CMS) solutions to support
Avaya contact center agents, supervisors, and all relative services
Perform system analysis and integration with other communicationsservices and technologies
Act as escalation point for complex and high priority customer incidents related to Avaya applications
Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root
cause(s) in alignment with contracted Service Level Agreements
Provide telecom engineering support, advice and consultation to customer contacts, team members
and other employees at Continuant
Provide onsite support as needed
Be available for support calls with telephony service providers and onsite technicians
Mentor and train junior technical staff to encourage team’s growth and development
Provide Problem Management resolution on both software and hardware related issues
Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret
communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc.
Work an on-call rotation with other support engineer team members. On-call work requires
availability and after normal working hours and on weekends.
Technical Skills:
Required:
6+ years of directly related professional experience with superior technical abilities in one or more of the
following primary products and technologies preferably in enterprise environments (in addition to qualifications
listed below):
Avaya Aura Communication Manager
Strong working knowledge and direct support experience with Avaya Workforce Management services
and applications
Avaya CMS Administration, Maintenance, Script Development & Deployment
Avaya Call Center Software w/ Advanced Features & Services
Avaya Aura Contact Center
Avaya Aura System Manager & Session Manager
Avaya Aura Session Border Controller for Enterprise
Avaya Aura Messaging
Avaya One-X applications
VMware (ESXi) Platforms
Desired:
Bachelor’s degree in Telecommunications, Engineering, Computer Science, Information Systems, or any
other relevant and accredited academic discipline (or an equivalent combination of experience, training,
and/or education)
ACIS-7120 & ACSS 7720 Avaya Aura Core Components
ACIS-7130 & ACSS 7230 Avaya Aura Communication Applications Integration
VMWare Associate