Position: Avaya CM SME Location: Bethesda, MDDuration: Direct HireInterview: It's a 1 phone screen to hire (IF manager can get Program Manager and technical team on the phone); otherwise, it may be 2 phone screens to hire. The Avaya SME can work remote 2 days a week and then onsite for 3 days during the pandemic must be on-site 100% of the time after the pandemic.Must be a clearable US Citizen able to obtain a Secret clearance (contract doesn't support a Top Secret). NOTE: Client terminated his Avaya CM SME and is looking to terminate his Avaya CM Technician once we find a suitable replacement. Both roles are located at Walter Reed Hospital in Bethesda, MD. Avaya CM SME role: This individual will be point person for their customer. Their customer will call him with issues and he will then formulate a solution and send his Tech out to implement the solution. The SME can work remote 2 days a week during the pandemic and then must be on-site 100% of the time after the pandemic. No bachelor's required. 3-5 years of solid Avaya CM experience. Will troubleshoot over the phone. Does not need to be a Lead now to be considered but is open to someone moving into that role as this person will just be the lead over 1 person. It's 90% Avaya at Walter Reed. There's a total of 11 staff on this contract. Required Skills:Must have Avaya CM or Avaya CC (but must obtain the other missing Avaya cert within 3 months and Client will cover the expense)Must have Security+ cert within 3 months and client will also cover the expenseStrong customer support experience Desired Skills:Secret Clearance This resource is a highly-skilled field engineer capable of advanced diagnostics and troubleshooting on multiple technology platforms. The Lead Engineer will hold current certifications on the CM, voice mail and contact center products. They will be primarily responsible for resolving any problems with proper system operation. ESSENTIAL DUTIES AND RESPONSIBILITIESResponsible for day-to-day system monitoring, troubleshooting,moves/adds/changes/deletions reported in LANDesk or at the specific request of the WRNMMC CORAssist the customer with establishing programming standardsMeet with end-user individuals and departments to gather requirements and collect databaseProvide consultative services on industry best practicesPerform system programming additions and changesMaintains UC systems in operational condition with support of O&M Program TeamReview patch levels in cooperation with the Server Admin and ensure that systems are kept current with required updatesPerform preventative maintenance and diagnosticsProvide Tier I and II triage, repair and restore functions in the event of component failure or system outageWork with Tier III Technical Assistance Center (TAC) engineers at the Contractor's organization and Tier IV engineers at the manufacturer's TAC to resolve complex issues as needed KNOWLEDGE, SKILLS AND ABILITIESBA/BS Degree or related work experience.Minimum 15 years of experience with Avaya systems.Certifications on Avaya CM and Avaya CC certification requiredExcellent communication skills (oral and written).Ability to comfortably interact with customer and peers to perform required job functionsAbility to work under pressure, handle a variety of work assignments at the same time, prioritize work and be held fully responsible for decisions.Ability to analyze information, make recommendations, and develop reports and presentations.