Senior Avaya Voice Engineer
Description The Department of State, Bureau of Information Resource Management (IRM) Telecommunications, Wireless, and Data (TWD) Division provides its users with mission critical domestic LAN/WAN data and voice services across multiple locations in the DC Metro Area. In support of these services, the Voice Engineer provides voice engineering, with a focus on voice/real-time communications. This VoIP Engineer provides project support as well as operations support required for Avaya PBX and Cisco data functions related to telecommunications that includes, but is not limited to day-to-day O&M escalation support, system upgrades/enhancements, as well as ongoing projects and day-to-day moves, adds, changes (MACs) working closely with the TWD Project Management Organization (PMO) and Voice Team Lead. Cisco voice experience will be considered in lieu of limited Avaya experience, but significant Avaya experience is required . Description of Daily Duties: Supports voice engineering initiatives for all project-related and ongoing operations support for voice communications services. Works closely with PMO Data/Voice Lead and TWD Project Managers to review customer requirements and develops basis of estimates (BOEs), list of material forms, circuit order request forms (CORFs)/quotes, and engineering implementation plans for all project-related initiatives. Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages. Analyze system logs and identifying potential issues with Telecommunication Recommends and integrate new Telecommunication Voice, Video and Unified Communications technologies. Monitors the Telecommunication Network infrastructure and support state-of-the-art Monitoring and Reporting tools for proactive management to minimize outages to phone systems. Monitors, review, recommend, test, and implement new software revision/feature sets/patch evaluation and trade studies, periodic system refresh Responds to escalated incidents and service requests from TWD Service Delivery/Operations Teams, coordinates planned maintenance activities, coordinates/facilitates planned/unplanned service outages, and ongoing project-related support activities; Frequently communicates with Team Leads on upcoming projects, system maintenance activities, and unplanned events to ensure staff are prepared to support the Department Promptly responds to all critical/high and/ or VIP incidents or service requests and resolves within service level targets and/or scheduled timeframes. Monitors ticket queues are actively monitored to ensure customer tickets and service requests are promptly addressed. Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations. Communicates all planned/unplanned service outages to management/leads and Senior Watch Officers supporting the IT Operations Center. Qualifications Required Education: Bachelor s Degree in related technical discipline and/or 5+ years of IT/Voice-related experience in lieu of degree Required Experience/Skills/Attributes Candidate should have recent VoIP experience on an enterprise network, including implementation of QoS for H.323 and/or Session Initiation Protocol (SIP) technology Strong LAN/WAN/MAN experience with a focus on WAN services (ISDN, Frame-Relay, Point-to-Point, DMVPN, METRO ETHERNET, VPLS, TLS, and MPLS). Working knowledge and experience with voice communications systems (Cisco/Avaya, but particularly Avaya) Experience with many of the following Avaya platform and/or Application components: Avaya Aura Core Platform Communication Manager version 8.x (minimum 7.x) System Platform, Avaya Virtualization Platform, and Session Manager Aura Messaging VMWare ESXi version 6.x Avaya Gateway G450 expertise Desired Experience/Skills/Attributes: Excellent verbal and written communication, interpersonal and customer service skills. Strong organizational, time management and documentation skills. Self-starter, with a desire to be in a fast paced large enterprise telecommunications environment. Accurate and prompt handling of Telecom administration work and solving of related issues Sound reasoning ability together with strong problem solving skills and the ability to know when to escalate issues before they become critical. Experience with the following: SolarWinds S-Series and COTS Server,MCC/G-Series gateways with ESS and LSP components) Aura Call Center Elite (EAS) and Advocate ACD call-flow Oracle/ACME Packet SBC s CMS/BCMS/AES/System Avaya Communications Automatic Route Selection (ARS) and Avaya Automatic Alternative Routing (AAR) in an enterprise environment Desired Certifications (one or more of the following certifications are desired but not required): CCNP Voice and/or Data - Cisco Certified Network Professional CCNA Voice - Cisco Certified Network Professional Avaya Professional Design Specialist (APDS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Certified Solutions Architect (ACSA) Clearance Requirement : SECRET (S) clearance with the ability to obtain TS and/or TS/SCI. Overview SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.