VoIP Network Engineer

Summary

Join SMX as an Avaya VoIP Network Engineer to analyze and assess their voice over IP infrastructure, focusing on Avaya systems. You will leverage your hands-on experience with Avaya communication platforms, strong troubleshooting skills, and understanding of network protocols and telecommunication technologies, including Cisco & Aruba networking switches and SDWAN networks. This remote position, supporting a Boston, MA based program, requires some light travel. You will collaborate with other infrastructure team members to address any issues arising from your analysis.

Requirements

• Proficiency in Avaya products: Aura Communication Manager, Session Manager, System Manager, CM Messaging, etc
• 5+ years of experience working with Avaya VoIP systems in an enterprise environment
• Experience with SIP trunking, SBCs (e.g., Avaya or Oracle), and call routing
• Familiarity with LAN/WAN network design, firewalls, and VLANs for voice networks
• Experience with tools such as Wireshark, Avaya Site Administration, and VoIP monitoring solutions
• Ensure compliance with organizational policies and industry best practices for VoIP security and performance
• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience)

Responsibilities

• Review and assess Avaya VoIP systems, including Avaya Aura, Communication Manager, Session Manager, System/Session Border Controllers (SBCs), and voicemail solutions
• Analyze VoIP infrastructure, voice gateways, SIP trunks, and QoS settings across the network
• Monitor system performance and call quality; analyze logs and metrics to ensure optimal uptime and reliability
• Collaborate with team members to address issues, perform system upgrades, apply patches, and implement configuration changes in accordance with IT change control procedures
• Provide Tier 2/3 support for VoIP-related issues and coordinate with vendors or service providers as needed
• Develop and maintain technical documentation, including call flow diagrams, network topology, and procedural guides
• Work closely with cross-functional teams, including network engineers, system administrators, and service desk personnel
• Conduct capacity planning and contribute to the development of future voice infrastructure roadmaps
• Ensure compliance with organizational policies and industry best practices for VoIP security and performance

Preferred Qualifications

• Design, implement, and maintain Amazon Connect contact center solutions, including call flows, IVR, routing profiles, queues, and Lex bots
• Configure and support Avaya Cloud Office (ACO) services, including voice, messaging, video conferencing, and collaboration features
• Integrate Amazon Connect with other AWS services such as Lambda, S3, DynamoDB, CloudWatch, and Lex for advanced functionality
• Support user provisioning, number management, and call routing configurations in both Amazon Connect and ACO platforms
• Collaborate with cross-functional teams to understand business requirements and translate them into scalable cloud telephony solutions
• Monitor system performance, troubleshoot issues, and ensure high availability and compliance with SLAs
• Maintain documentation for architecture, configurations, SOPs, and best practices
• Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)
• Cisco CCNA/CCNP (Voice/Collaboration) or similar networking certification is a plus

Benefits

• Health insurance
• Paid leave
• Retirement