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About Avaya
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The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.
We believe success is built through strong connections - with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.
Learn more at https://www.avaya.com
Job Description
Location: Northern Virginia / Dulles, VA area
Security Requirement: Active TS/SCI with Full-Scope Polygraph required prior to hire
Work Authorization: U.S. work authorization required; no visa sponsorship available
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 is not a traditional Tier 3 support role. You will be the customer's trusted technical advisor and the senior engineering authority for the account-owning complex technical issues, leading high-priority escalations, strengthening technical governance, and providing hands-on technical leadership across a sophisticated enterprise communications environment.
You will work directly with BAE customer stakeholders while leading and mentoring the engineers supporting the account. You'll be expected to understand the environment end-to-end, diagnose complex problems across Avaya communications platforms, SIP, call flows, network infrastructure, Cisco, Linux, Active Directory, and integrated third-party applications/CPE, and bring the right Avaya resources together to drive issues through resolution.
The role is ideal for an experienced systems, communications, voice, network, or technical support engineer who enjoys being the person customers rely on when the problem is complex, the environment is mission-critical, and the solution requires both deep technical expertise and strong leadership.
What You'll Own
Be the Technical Authority for the Account

• Serve as the 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 the senior technical point of contact for complex issues and customer concerns.
• Translate customer requirements and technical challenges into actionable plans for Avaya teams.
• Participate in technical governance and customer meetings, providing status, risk assessments, recommendations, and technical direction.

Solve Complex Enterprise Communications Problems
This role requires someone who can go beyond individual product troubleshooting and understand how an enterprise environment works as a whole.
You will troubleshoot and resolve complex issues involving:

• Avaya Aura and enterprise communications platforms
• Aura Releases 6, 7, 8, 9, and 10
• SIP and SIP signaling
• Call flows and call-flow troubleshooting
• G650
• Network infrastructure and routing
• Cisco environments
• DNS / DHCP
• LDAP / Active Directory
• Linux
• ServiceNow
• Third-party applications and customer-premises equipment (CPE)

You will perform both Break/Fix troubleshooting and implementation consulting, working across technology layers to isolate root cause and determine the appropriate path to resolution.
Lead Critical Escalations

• Own high-priority and complex technical escalations from initial assessment through resolution.
• Lead troubleshooting efforts during critical customer-impacting incidents.
• Coordinate Engineering, Product, Support, and other Avaya resources as required.
• Drive root-cause analysis and corrective action.
• Maintain clear and proactive communication with customer stakeholders throughout an escalation.
• Identify recurring issues and proactively address technical risks before they become major customer-impacting events.

Lead and Mentor the Engineering Team

• Provide technical leadership and mentorship to the two engineers currently supporting the account.
• Serve as their senior technical escalation point.
• Guide engineers through complex troubleshooting and customer issues.
• Establish technical standards, best practices, and operating procedures.
• Help strengthen the team's technical capabilities and ensure appropriate coverage for the customer environment.
• Promote knowledge sharing and continuous improvement.

Strengthen Technical Governance

• Bring greater technical rigor and operational discipline to the customer relationship.
• Partner with account leadership to identify technical risks, opportunities, and areas for improvement.
• Ensure technical commitments and action items are clearly defined, tracked, and communicated.
• Develop and maintain technical documentation, troubleshooting procedures, escalation processes, and knowledge resources.
• Help ensure the customer's technical priorities remain aligned across Avaya organizations.

What We're Looking For
We are looking for an experienced engineer who combines deep technical capability with customer leadership.
Required

• 8+ years of experience in systems engineering, communications engineering, network engineering, technical support, software engineering, or a related technical discipline.
• Hands-on experience supporting Avaya Aura environments.
• Strong SIP knowledge and troubleshooting experience.
• Demonstrated ability to analyze and troubleshoot call flows.
• Experience with enterprise network infrastructure and integrated third-party applications/CPE.
• Working knowledge of Cisco, Linux, Active Directory/LDAP, DNS, DHCP, routers, and ServiceNow.
• Experience supporting complex enterprise communications or IT environments.
• Experience leading complex technical customer engagements and escalations.
• Demonstrated ability to troubleshoot problems spanning multiple technologies and infrastructure layers.
• Experience providing technical leadership or mentorship to other engineers.
• Strong customer-facing communication and relationship-building skills.
• Ability to communicate effectively with both highly technical audiences and senior customer stakeholders.
• Ability to operate calmly and effectively during high-pressure, customer-impacting incidents.
• Active TS/SCI clearance.
• Active Full-Scope Polygraph - required prior to hire.
• U.S. work authorization required; no visa sponsorship available.
• Ability to work in the Northern Virginia / Dulles, VA area.

Preferred

• Experience supporting BAE Systems or other defense/intelligence customers.
• Experience supporting federal government or mission-critical environments.
• Experience with multiple generations of Avaya Aura.
• SIP certification or equivalent demonstrated expertise.
• Deep voice/telecommunications and IP networking experience.
• Experience with G650.
• Strong Cisco networking experience.
• Experience with government security or compliance environments.
• Experience with CMMC, FedRAMP, FISMA, or similar frameworks.
• ITIL certification or experience working in an ITIL-based support organization.
• Experience managing major incidents or enterprise technical escalations.
• Experience leading distributed engineering or technical support teams.

Why This Role
This is an opportunity to become the technical owner and trusted advisor for a strategically important customer environment.
You won't simply be working tickets or waiting for escalations to arrive. You'll know the customer's environment, build relationships with its technical leaders, lead the response when critical issues occur, and help shape how the account is technically supported.
If you are the engineer customers call when the problem is complicated, the environment is critical, and someone needs to take ownership, this role is built for you.
The pay range for this opportunity is from $116,800 to $157,700 + benefits. This range represents the anticipated low and high end of the salary plus bonus for this position. Actual total compensation will vary and are based on factors such as a candidate's qualifications, skills, competencies.
#LI-CS1
Experience
7 - 10 Years of Experience
Education
Bachelor degree or equivalent experience in Computer Science or Electrical Engineering
Preferred Certifications
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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.