Location: Portland, OR/Vancouver,WA
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Role Summary
We are seeking an experienced Senior Voice Engineer with strong expertise in Avaya Voice Infrastructure, Unified Communications, Contact Centre technologies, and Voice Automation. The engineer will provide L3 support, lead complex troubleshooting activities, drive voice transformation initiatives, and develop automation solutions to improve operational efficiency and service reliability.
Key Responsibilities
Provide L3 support for enterprise voice and unified communication environments.
Act as the highest technical escalation point for voice-related incidents and outages.
Troubleshoot complex issues involving Avaya telephony, Clients, SIP trunks, call routing, and contact centre platforms.
Perform root cause analysis (RCA) and implement permanent fixes.
Lead voice migrations, upgrades, and transformation projects.
Support major incidents and customer escalation calls.
Collaborate with network, security, and application teams to resolve cross-functional issues.
Develop and maintain automation solutions for voice operations and monitoring.
Create operational dashboards, reports, and health-check assessments.
Work with telecom providers for SIP, PRI, and circuit-related issues.
Maintain technical documentation, call flows, and operational procedures.
Mentor L1/L2 engineers and provide technical guidance.
Mandatory Technical Skills
Avaya Voice Technologies
Avaya Aura Communication Manager
Avaya Session Manager
Avaya System Manager
Avaya Session Border Controller (ClientE)
Avaya Media Gateway (G430/G450/G650)
Avaya CMS Reporting
Avaya Contact Center / Elite
Avaya IP Office (good to have)
Voice
UC Technologies
SIP Protocol Analysis
H.323
VoIP Call Flow Troubleshooting
SIP Trunk Management
Dial Plan Design
Session Management
Call Routing
Call Recording
Voice QoS Analysis
Client Administration
Contact Centre Technologies
Avaya Contact Center
Call Vectoring
VDN
Hunt Groups
CMS Reporting
Workforce Management Integration
IVR Integration
Automation Skills (Mandatory)
Python Scripting
REST API Integration
Automation using Ansible
PowerShell Scripting
Log Collection
Analysis Automation
Health Check Automation
Automated Configuration Backup
Validation
Dashboard Automation using Grafana, Power BI, or equivalent
SNMP
API-based Monitoring Integration
Preferred Automation Use Cases
Automated Voice Infrastructure Health Checks
SIP Trunk Monitoring
Alerting
Automated Incident Diagnostics
Configuration Compliance Validation
Voice Gateway Backup Automation
Call Quality Analytics Reporting
Capacity
Utilisation Reporting
Automated Certificate Monitoring
Change Validation Automation
SLA
KPI Reporting Automation
Additional Skills
Wireshark Packet Analysis
Telecom Carrier Coordination
ITIL Incident, Problem
Change Management
Monitoring Tools (SolarWinds, PRTG, Splunk, NetBrain)
Microsoft Teams Voice Integration (Direct Routing)
AudioCodes Client (Preferred)
Certifications (Preferred)
Avaya Certified Specialist (Client)
Avaya Certified Implementation Specialist (ACIS)
CCNP Collaboration
Microsoft Teams Voice Engineer (MS-720)
Python or Automation Certifications
Key Competencies
Strong customer-facing communication skills.
Ability to manage critical voice incidents independently.
Excellent troubleshooting and analytical skills.
Experience supporting large enterprise voice environments.
Capability to drive automation and operational improvement initiatives.
Willingness to work onsite and participate in on-call support rotation