Description

Job Description – Avaya & NICE Engineer (L1/L2 Support)
Position Title: Avaya Engineer – L1/L2 Support
Number of Positions: 2
Location:NY/NJ Preferred 1 based out of US and backed by 1 resource offshore (India/Philippines)
Hours of Operations: Mon-Fri 8 AM to 5 PM Eastern (May require participation in after-hours maintenance windows as needed)
Experience:-8-10 Years

Position Summary

We are seeking a detail-oriented and proactive Avaya Engineer (L1/L2) to support day-to-day administration and operational activities across Avaya telephony and contact center environments. The role will primarily focus on provisioning and administration tasks including Avaya station builds, user configuration, NICE platform administration, and support for related communication technologies.
The ideal candidate will have hands-on experience with Avaya systems, strong troubleshooting skills, and the ability to manage routine administrative requests in a fast-paced enterprise environment.

Key Responsibilities

Build, configure, and administer Avaya stations/endpoints
Perform MACD activities (Moves, Adds, Changes, Deletes) within Avaya environments
Administer and maintain NICE recording and workforce management integrations
Support user onboarding, extension provisioning, and telephony profile configuration
Configure hunt groups, vectors, skills, trunks, and routing updates as required
Provide L1/L2 operational support for Avaya voice infrastructure and contact center technologies
Monitor system performance and escalate complex issues to senior engineering teams when necessary
Maintain accurate documentation of system changes, configurations, and support activities
Support ticket queues and ensure timely resolution of incidents and service requests
Coordinate with telecom, network, security, and business teams for implementation activities
Assist with testing and validation during upgrades, migrations, or maintenance activities
Support additional voice and contact center products/tools as required


Preferred Qualifications

Experience with Avaya Contact Center or Avaya Experience Platform
Knowledge of SIP, VoIP, and telephony networking fundamentals
Exposure to additional workforce optimization or call recording tools
Avaya certifications are a plus

Key Skills

Education

Not specified