Senior Technical Account Engineer - BAE Systems

About the role

Lead the Technology. Own the Customer. Solve the Hard Problems. Avaya is looking for a Senior Technical Account Engineer to serve as the senior technical leader for a critical BAE Systems AP2 environment in Northern Virginia. This role acts as the customer's trusted technical advisor and senior engineering authority, owning complex technical issues, leading high‑priority escalations, strengthening technical governance, and providing hands‑on technical leadership across a sophisticated enterprise communications environment while mentoring the supporting engineers.

Responsibilities

• Be the Technical Authority for the Account – serve as primary technical SME and customer‑facing engineering leader for the BAE AP2 account; develop trusted relationships with customer engineering, IT, infrastructure, and operational stakeholders; understand the customer's technical environment, dependencies, priorities, and risks; act as senior technical point of contact for complex issues and customer concerns; translate customer requirements into actionable plans for Avaya teams; participate in technical governance and customer meetings.
• Solve Complex Enterprise Communications Problems – troubleshoot and resolve complex issues involving Avaya Aura (releases 6‑10), SIP signaling, call flows, G650, network infrastructure, Cisco environments, DNS/DHCP, LDAP/Active Directory, Linux, ServiceNow, third‑party applications and CPE; perform break/fix troubleshooting and implementation consulting across technology layers.
• Lead Critical Escalations – own high‑priority and complex technical escalations from assessment through resolution; lead troubleshooting during critical customer‑impacting incidents; coordinate Engineering, Product, Support, and other Avaya resources; drive root‑cause analysis and corrective action; maintain clear communication with customer stakeholders; identify recurring issues and proactively address technical risks.
• Lead and Mentor the Engineering Team – provide technical leadership and mentorship to the two engineers supporting the account; serve as senior technical escalation point; guide engineers through complex troubleshooting; establish technical standards, best practices, and operating procedures; help strengthen team capabilities and ensure appropriate coverage; promote knowledge sharing and continuous improvement.
• Strengthen Technical Governance – partner with account leadership to identify technical risks, opportunities, and areas for improvement; ensure technical commitments and action items are defined, tracked, and communicated; develop and maintain technical documentation, troubleshooting procedures, escalation processes, and knowledge resources; help align customer technical priorities across Avaya organizations.

Requirements

• 8+ years of experience in systems engineering, communications engineering, network