Description

Administer Avaya telephony and NICE contact center environments, handling day-to-day provisioning, administration, and L1/L2 support.

This role is on-site.

Responsibilities

• Build, configure, and administer Avaya stations, endpoints, and user profiles.
• Perform MACD activities (Moves, Adds, Changes, Deletes) within Avaya environments.
• Administer NICE recording and workforce management integrations.
• Configure hunt groups, vectors, skills, trunks, and routing updates.
• Monitor system performance, support ticket queues, and escalate complex issues to senior engineering teams.

Required Skills

• 8-10 years of experience in Avaya telephony and contact center support.
• Hands-on experience with Avaya station builds, user configuration, and L1/L2 troubleshooting.
• Proficiency in administering NICE recording and workforce management platforms.
• Strong understanding of SIP, VoIP, and telephony networking fundamentals.
• Ability to coordinate with telecom, network, and security teams for implementation activities.
• Experience with system upgrades, migrations, and maintenance validation.
• Strong documentation skills for system changes and configurations.

Preferred Skills

• Experience with Avaya Contact Center or Avaya Experience Platform.
• Exposure to additional workforce optimization or call recording tools.
• Avaya certifications.

Key Skills

Education

Not specified