On-Site Certified Call Manager Technician

Position Summary

LCI is seeking an On-Site Certified Call Manager Technician to install, configure, and maintain Avaya Aura Communications and Session Manager IP telephony systems. Individuals must be able to attain and maintain a valid US Government security clearance to be retained in the position.

Duties & Responsibilities

• Lead the installation, configuration, and end-to-end maintenance of Avaya Aura Communication Manager and Session Manager.
• Manage and troubleshoot complex IP telephony systems to ensure high availability and seamless communication.
• Perform routine maintenance, system upgrades, and advanced troubleshooting for mission-critical voice environments.
• Provide management to complex communications projects which may include IT, Network, Communications, and Telecommunications.
• Manage IP telephony and VoIP technologies, including network or voice quality issues.
• Perform patches, upgrades, and migrations for communication systems.
• Manage enterprise-wide UC implementation: migrations from legacy Avaya/Centrex systems to SIP-based unified communications platforms.
• Provide advanced technical troubleshooting support for voice systems and troubleshooting VoIP.
• Perform moves, additions, changes (MACs) and manage call center environments operational support.
• Configure Avaya Aura platforms, including IP Office and Communication Manager.
• Lead troubleshooting support for key telephony system issues (IVR, Avaya, Verint) and ensuring high availability.
• Provide complete Operation and Maintenance (O&M) on the Local Session Controller (LSC) and all peripheral equipment to include any and all security requirements.
• Technical Support: Managing IP telephony and VoIP technologies, including network or voice quality issues.
• Provide advanced expertise and proven experience with system operations and support, radio communications, antenna/tower communications, telecommunications.
• Read, interpret, and develop engineering specifications and drawings.
• Understand technical documents, architectural plans, floor plans, site survey reports, test plans, schedules, procedures and acceptance test reports, equipment performance, operational test and feedback to the proper individuals/departments.
• Configuration management to evaluate proposed changes/upgrades to the infrastructure (hardware/software).
• Input data of work requests that are processed in the Workload Analysis Report.
• Support troubleshooting and resolution of voice/data communication installations, upgrades and problems across the enterprise.
• Supervise team of multi-disciplined telecommunications professionals.
• Manage training and certification of employees.
• Must be detailed and safety oriented.

Education & Experience Requirements

• BS in IT-related or Telecommunications or equivalent technical degree or equivalent experience
• 5+ years of relevant experience required
• Avaya telephony administration
• VoIP, SIP protocols, networking, and Avaya Aura platforms
• DoDD 8570 IAT Level II Certification – CompTIA Security+
• Familiarity with Avaya Communication Manager, Session Manager, System Manager, and Communication Control Toolkit (CCT).
• Avaya Aura Platforms
• Avaya System Management: Installing, configuring, and maintaining Avaya Aura Communication Manager (CM), System Manager (SMGR), Session Manager (SM), and Avaya CMS.
• SIP trunking and VoIP troubleshooting.
• Contact Center Technology Certification: Avaya Implementation Professional Specialist (AIPS) or Support Professional Specialist (ASPS).
• SharePoint Documentation Proficient in troubleshooting techniques.

Skills & Certification Requirements

• IAT Level II or Equivalent Security+
• Familiarity with Avaya Communication Manager, Session Manager, System Manager, and Communication Control Toolkit (CCT).
• Avaya Aura Platforms
• Avaya System Management: Installing, configuring, and maintaining Avaya Aura Communication Manager (CM), System Manager (SMGR), Session Manager (SM), and Avaya CMS.
• SIP trunking and VoIP troubleshooting.
• Contact Center Technology Certification: Avaya Implementation Professional Specialist (AIPS) or Support Professional Specialist (ASPS).