Quality Call Monitoring Jobs Near Me

We are seeking an experienced **Avaya Telephony / VoIP Engineer** to support and maintain enterprise telephony, unified communications, and voice network infrastructure. The ideal candidate will have strong hands-on experience with **Avaya on-premises PBX, VoIP, SIP, RTP, QoS, call routing, voice gateways, SBCs, PSTN integration, and E911 services**.

This role will be responsible for advanced telephony administration, troubleshooting, engineering support, system implementations, vendor coordination, documentation, and continuous improvement of enterprise voice services.

## Key Responsibilities

* Provide advanced administration and technical support for **Avaya on-premises PBX** and enterprise telephony environments.

* Handle **moves, adds, changes, and disconnects (MACD)** for voice, voicemail, conference services, safety devices, IVR, vectoring, call center services, and unified communications.

* Maintain accurate **E911 location information** and support emergency calling services.

* Configure, maintain, troubleshoot, and support **telephony hardware, media gateways, IP phones, voice circuits, and safety devices**.

* Analyze and troubleshoot **SIP, RTP, QoS, dial plans, call routing, ARS tables, route patterns, and voice gateways**.

* Provide engineering-level support for enterprise telephony and unified communications systems.

* Troubleshoot **voice quality issues, carrier connectivity, call routing problems, and PSTN-related issues**.

* Support and maintain **Session Border Controllers (SBCs)** and telecommunications infrastructure.

* Design and implement improvements to enterprise telephony and unified communications environments.

* Participate in telephony projects and serve as a technical lead for assigned implementation and maintenance activities.

* Coordinate with telecommunications carriers and vendors for **new circuit provisioning, service issues, and outage resolution**.

* Monitor voice and network systems to identify and resolve potential issues proactively.

* Coordinate with multiple technical teams to resolve critical outages and minimize service disruption.

* Perform quality assurance testing for new configurations, enhancements, and implementations.

* Develop and maintain technical documentation, system diagrams, standards, procedures, and configuration documentation.

* Create knowledge base articles and technical documentation for internal teams and end users.

* Identify opportunities for **automation** and collaborate with automation teams to improve operational efficiency.

* Follow established **Incident Management and Change Management** processes.

* Serve as a primary escalation point for complex telephony and unified communications issues.

* Provide technical recommendations regarding enterprise telephony architecture, technologies, and strategic direction.

* Maintain accurate work records, technical notes, and labor-hour information within IT service management systems.

* Communicate effectively with vendors, management, technical teams, and business users.

## Required Skills

1. **2+ years of experience with Avaya on-premises PBX systems.**

2. **2+ years of experience administering VoIP and Unified Communications platforms.**

3. **2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.**

4. **2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.**

5. **2+ years of experience with telecommunications infrastructure, including voice circuits, SBCs, and PSTN integration.**

## Preferred Skills

* Experience designing, implementing, and supporting **enterprise cloud-based telephony solutions**.

* Experience migrating enterprise telephony environments from **on-premises Avaya platforms to cloud-based communication services**.

* Experience with enterprise Unified Communications and collaboration platforms.

* Experience with telephony automation and operational process improvement.

* Experience working with telecommunications carriers and third-party vendors.

## Additional Qualifications

* Strong knowledge of **telephone network services and telephony network design methodologies**.

* Advanced knowledge of systems administration techniques and troubleshooting tools.

* Ability to analyze complex voice and telecommunications issues and provide effective solutions.

* Strong understanding of enterprise voice architecture, routing, connectivity, and resiliency.

* Ability to create and maintain detailed technical documentation and network diagrams.

* Strong analytical, troubleshooting, and problem-solving skills.

* Excellent written and verbal communication skills.

* Ability to explain technical information clearly to both technical and non-technical audiences.

* Strong interpersonal skills with the ability to work effectively with vendors, management, users, and cross-functional technical teams.

* Ability to manage multiple priorities in a fast-paced enterprise environment.