SMX is seeking a skilled Avaya VoIP Network Engineer to assess our voice over IP infrastructure with a focus on Avaya systems. The ideal candidate will have hands-on experience with Avaya communication platforms, strong troubleshooting abilities, and a solid understanding of network protocols and telecommunication technologies, including Cisco & Aruba networking switches and SDWAN networks. The candidate will work with other infrastructure team members to address any issues because of the analysis. This is a remote position supporting a Boston, MA based program. Some light travel required.
Essential Duties:
- 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.
Required Skills
- 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.
Desired Experience
- 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.
Desired certifications
- Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)
- Cisco CCNA/CCNP (Voice/Collaboration) or similar networking certification is a plus.
Education:
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
Application Deadline: 5-30-2025
# LI-Remote
The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.
The proposed salary for this position is:
$96,400—$160,600 USD
At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.
We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.
SMX is an Equal Opportunity employer including disabilities and veterans.
Selected applicant may be subject to a background investigation and/or education verification.
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