Avaya Engineer

About the Role

We are hiring for a Call Center Engineer to work with a major banking client. This is a 12-18 month contract position with a hybrid work arrangement (3 days in office, 2 days WFH) in Charlotte, NC; Jacksonville, FL; or Kennesaw, GA.

Responsibilities

• Develop program schedules, tasks, and communication materials for senior leadership.
• Create Contact Center engineering documentation for fast-moving programs.
• Provide local software and hardware support for complex integrated configurations, including Avaya Communications Manager, Avaya PBX, Sonus/Ribbon, LAN/WAN, VoIP, SIP, and Avaya Media Server.
• Assist in developing project documentation, such as Bill of Materials (BOMs), cost estimates, and equipment placement requests.
• Provide program guidance and develop engineering timelines in partnership with the program delivery team.
• Directly support business-initiated projects and communicate program status and issues to leadership.
• Develop ROM/SOW quotes for equipment placement and licensing.

Requirements

• 8+ years of Call Center experience.
• Strong knowledge of ACM, CMS, and Session Manager Communication Manager.
• Proficiency with Aspect, NICE voice recording, IVR, dialers, Genesys IVR, VoIP IVR, and Broadsoft.
• Knowledge of CTI, LAN/WAN, switches, routers, and SIP.

Pay

Hourly Rate: $70-$73 per hour. This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term disability insurance
• Short-term disability insurance
• Paid parking/public transportation
• Paid time off, including sick and safe time, vacation, parental leave, and holidays (as applicable)

Schedule

Monday to Friday

For more information, contact Ashwini Pawar at ashwini.pawar@collabera.com.