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Sr VoIP/Avaya Engineer (JC, CLT, JAX)

Matlen Silver, Inc.

Jersey City, NJ

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JOB DETAILS
SKILLS
Analysis Skills, Avaya Software, Bill of Materials (BOM), Business Support, Call Centers, Communication Skills, Computer Science, Computer Telephony Integration (CTI), Content Management Systems (CMS), Cost Estimates, Cross-Functional, Digital Certificates, Documentation, Engineering, Engineering Drawing, Enterprise Architecture, H.323, High Availability, Identify Issues, JAX (Java API for XML), Leadership, License Management, Licensing Compliance, Local Area Network (LAN), Maintain Compliance, Microsoft PowerPoint, Microsoft Visio, Operations Processes, PBX (Private Branch eXchange), PRI (Primary Rate ISDN), Problem Solving Skills, QoS (Quality of Service), Realtime Transport Protocol, Risk, SIP (Session Initiation Protocol), Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical/Engineering Design, Telecommunications, Telephone Skills, VoIP (Voice over IP), Voice Application Network, Voice Products, Voice Response Systems, Wide Area Network (WAN)
LOCATION
Jersey City, NJ
POSTED
9 days ago

Description

Candidates who can work on w2 can only apply for this role. NO C2C or w2 referrals.

Overview

Seeking a senior-level engineer with deep expertise in Avaya Contact Center and Voice platforms to support the Real-Time Collaboration (RTC) Contact Center Engineering organization. This role is responsible for engineering, implementation, and program delivery support for large-scale, high-availability Contact Center platforms aligned to "never down" service objectives.

The candidate will operate at the intersection of engineering execution, program delivery, and senior leadership communication, supporting complex, fast-moving initiatives.

Key Responsibilities

  • Lead implementation and configuration of Avaya Contact Center solutions based on approved engineering designs.
  • Partner with program delivery teams to develop timelines, milestones, and engineering execution plans.
  • Support business-driven initiatives and ensure alignment with enterprise architecture standards.
  • Provide clear, structured status updates and risk articulation to senior leadership.
  • Develop and maintain engineering documentation, including:
  • Build guides and configuration standards
  • Bill of Materials (BOMs) and cost estimates
  • Infrastructure and placement requests
  • Provide L3/L4 engineering support for complex, integrated voice environments.
  • Create and maintain installation, configuration, and operational procedures for core Avaya platforms.
  • Participate in cross-functional design and troubleshooting efforts across voice, network, and application teams.

Required QualificationsRequired Technical Skills (Must Have)

  • Avaya Voice / Contact Center Platforms
  • Avaya Communication Manager (ACM)
  • Avaya Session Manager & System Manager
  • Avaya AES, CMS, Media Servers
  • Call Center Engineering
  • ACD/PBX programming
  • IVR, vectors, adjunct routing, call flows
  • VoIP & Networking
  • SIP, RTP/RTCP, H.323
  • QoS configuration, jitter analysis, bandwidth optimization
  • LAN/WAN networking fundamentals
  • Infrastructure & Integration
  • SBCs, SIP trunking, ISDN/PRI
  • CTI integrations
  • Multi-layered, enterprise-scale environments
  • Tools & Platforms
  • Visio, PowerPoint (executive-ready communication)
  • Engineering documentation and diagramming tool

Professional Competencies

  • Strong program delivery mindset (timeline creation, dependency management, execution tracking)
  • Ability to communicate effectively with senior leadership and technical teams
  • Proven ability to operate in high-pressure, time-sensitive environments
  • Strong analytical, troubleshooting, and problem-solving skills
  • Self-directed, highly motivated, and capable of owning outcomes end-to-end
  • Experience working across globally distributed teams

Experience & Education

  • 8+ years of Contact Center / VoIP engineering experience
  • Bachelor's degree in Telecommunications, Computer Science, or related field (or equivalent experience)
  • 7+ years of hands-on experience implementing and supporting enterprise voice solutions

Desired QualificationsNice to Have (Preferred Skills)

  • Experience with certificate lifecycle management, including use of Venafi or similar enterprise certificate management platforms
  • Experience with license management across Avaya Aura stack, including:
  • License tracking, compliance, and optimization
  • Coordination with vendors for entitlement and renewals
  • Exposure to Intrado E911 solutions
  • Familiarity with NICE call recording platforms
  • Knowledge of TCP/IP deep-dive troubleshooting

About the Company

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Matlen Silver, Inc.