Avaya Communications Support Engineer

Avaya Communications Support EngineerJob Summary: Talent Software Services is in search of an Avaya Communications Support Engineer for a direct placement position in Richfield, MN. Position Summary: This person manages, maintains, installs, and evaluates the Avaya communication systems environment and various adjunct third-party systems that comprise our telephony environment. Third party systems include Vocera, RightFax, IVR and others. This position manages telephony services such as PRI lines and analog lines, with a planned migration to SIP in 2022. This position will oversee the design and execution of upgrades and maintenance activities on assigned systems; analyze system performance and recommend changes to improve uptime; manage trunk utilization; develop, test and update disaster recovery plans; and propose configuration or technology changes to meet business need.Primary Responsibilities/Accountabilities:

• Provides support on the selection, implementation, installation, and maintenance of all communications related systems.
• Troubleshoots communication system issues.
• Coordinates with vendors and organizational staff for changes to systems and services.
• Supports telephony analysts when troubleshooting problems.
• Maintains inventory, by location, of all telecommunications network (local/long distance) services.
• Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications.
• Conducts telecommunications analyses and identifies cost savings opportunities.
• Analyzes quarterly traffic/busy studies for the telephone and voicemail systems/network/ACD groups.
• Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs.
• Monitors utilization levels and trends throughout the organization to determine if service levels are being met.
• Conducts feasibility studies for moderate to complex projects.
• Coordinates project tasks, ensuring adequate planning and resource allocation.
• Creates, maintains, and updates Communication systems infrastructure diagrams and other documentation.
• Participates in technology roadmap discussions and planning.

• 7+ years of experience in telephony software, hardware, or services
• 5+ years of experience in Avaya software and hardware telephony design and support, and carrier management specifically for the following systems and services:
• Avaya Communications Manager 8.0 or above
• Session Manager/ SIP integrations to 3rd party applications
• System Manager
• Call Management System
• SIP trunking
• Voice Gateways configuration and deployment
• Valid Driver's License and vehicle to drive as needed to support all sites
• Detail-oriented and proven organizational skills
• Excellent oral and written communication skills
• Strong interpersonal relationship skills
• Strong critical thinking skills
• Experience managing large projects
• Exercise considerable initiative, planning, and judgment, and work independently
• Proficient at training on communication device features and functions
• Experience performing disaster recovery testing
• Excellent desktop tool usage including Word, Excel, and PowerPoint functionality
• Participate in after hours on call rotation and after hours work as needed
• Translate technical terms and concepts into easy-to-understand language

• Bachelor of Science in Information Systems, Telecommunications, or Business Management; or equivalent work experience
• Healthcare experience