Senior Avaya Engineer – Oceana & Aura Expertise

Key responsibilities

• Design, implement and manage advanced contact‑center infrastructures, acting as subject‑matter expert for Avaya Oceana and omnichannel routing.
• Administer the Avaya Aura suite – Communication Manager, Session Manager, System Manager and Experience Portal – and troubleshoot issues.
• Lead API‑based integration of Avaya solutions (via AES and Tomcat) with enterprise CRM platforms and third‑party applications.
• Develop and deploy custom routing policies, vectors, VDNs and IVR Orchestration Designer code across UAT and production.
• Configure and maintain Avaya Workforce Management, Forecasting and integrated call‑recording tools such as NICE to optimise agent scheduling.
• Configure and troubleshoot SIP trunks, Session Border Controllers and Media Gateways, ensuring secure, highly available voice traffic.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field.
• 10+ years of VoIP and telecommunications experience at L2/L3 support or solution‑architect level.
• Avaya Certified Implementation Specialist (ACIS) highly preferred.

Required skills

• Deep expertise in Avaya Oceana and Avaya Aura components.
• Strong hands‑on experience with API and CRM integrations using Avaya AES and Tomcat.
• Proficiency in Avaya Workforce Management, Avaya CMS and call‑recording platforms (e.g., NICE).
• Solid knowledge of SIP, ISDN PRI, routing protocols and SBC administration.