Senior Avaya Professional Services Engineer

About the Role

We are looking for a Senior Avaya Professional Services Engineer with strong hands-on expertise in Avaya Enterprise Voice and Telephony solutions. The role involves end-to-end implementation, configuration, integration, migration, upgrade, troubleshooting, and customer delivery of Avaya-based communication environments, primarily for Banking and Financial Services customers.

Key Responsibilities

• Design, install, configure, upgrade, and troubleshoot Avaya telephony environments.
• Hands-on administration of Avaya Aura, Communication Manager, Session Manager, System Manager, and SIP infrastructure.
• Configure SIP trunks, dial plans, extensions, routing, gateways, ACD, IVR, and call flows.
• Perform Avaya integration with NiCE/NTRX, Verint, Cisco, Microsoft Teams, and other recording/telephony platforms.
• Troubleshoot complex SIP, RTP, VoIP, call-quality, signaling, and call-routing issues.
• Analyze Wireshark captures, Avaya traces, logs, and system diagnostics.
• Support migrations, upgrades, testing, UAT, production deployment, and go-live.
• Work directly with customers and third-party vendors on technical implementation.
• Provide RCA and resolution for complex Avaya production issues.

Required Skills

• 5-10 years of Avaya implementation/support experience.
• Avaya Mandatory / Primary Skill.
• Strong hands-on experience with Avaya Aura / Communication Manager / Session Manager.
• Strong expertise in SIP, RTP, VoIP, ACD, IVR, SIP Trunking, and Call Routing.
• Experience with Avaya recording integrations.
• Strong networking knowledge – TCP/IP, LAN/WAN, VLANs, switches, routers.
• Hands-on Wireshark / packet analysis.
• Windows Server and basic SQL knowledge.
• PowerShell/Shell scripting exposure.
• Strong customer-facing communication.
• Banking / Financial Services experience – Mandatory.

Good to Have

CCNA/Avaya Certification, Microsoft Teams, AWS/Azure, VMware, Citrix, Active Directory, LDAP, SSO.