Planned Systems International

Avaya Communications Manager Lead Engineer

Location US-MD-Bethesda
Posted Date 1 week ago(9/18/2023 10:54 AM)
Job ID


Napakiak is in search of a qualified Avaya Communications Manager (CM) Lead Engineer to assist with the Operations and Maintenance ("O&M") services for mission-critical Voice Systems across multiple remote sites within the DC Metropolitan Area.


The Voice Systems encompass an Avaya Aura Communications Manager ("Avaya CM") solution that spans multiple buildings. This solution is linked to the Public Switched Telephone Network ("PSTN") through 34 Primary Rate Interfaces (PRI). The on-site Avaya CM Voice System also plays a pivotal role, facilitating nationwide appointment scheduling and status update communications. Another integral component is the Forum-III conference bridge system, housed to support seamless conference calls.


Currently operating on Avaya CM 7.x, the Voice Systems are slated for an upgrade to the latest approved version. The selected candidate will be responsible for the ongoing support of the existing Voice Systems while simultaneously supporting technical refresh tasks such as installation, testing, fortification, security implementation, migration to new platforms or components, and the overall maintenance of the complete Voice Systems to ensure operational efficiency and compliance with RMF (Risk Management Framework) Authority to Operate (ATO) standards.

Essential Functions and Job Responsibilities

The Avaya CM Lead Engineer in this role is a profoundly adept field engineer with the competence to conduct advanced diagnostics and troubleshooting across various technology platforms, encompassing Avaya CM, AES, CMS, ACR, voice mail, Avaya/Verint WFO call recording, IVR, Forum, Verasmart, speech analytics, and CTI components. The Lead Engineer will ensure the currency of certifications for Avaya CM, voice mail, and contact center products. Their chief responsibility lies in addressing any issues that may arise, ensuring the smooth and effective functioning of UC-specific systems.

  • Implementation, management, maintenance, and troubleshooting of Voice System components, network regions, and related VLANs. Additionally, handle subscriber moves, changes, additions, and removals, prompted by WRNMMC ticket system(s) or specific requests from the WRNMMC COR.
  • Assist customers in establishing Voice System programming standards.
  • Conduct meetings with end-users and departments to gather specialized requirements for Voice services.
  • Independently diagnose issues within Voice System components, network regions, and connected VLANs. Identify root causes, isolate problems, and resolve potential anomalies or service interruptions.
  • Proactively identify potential issues through a review of system logs.
  • Suggest system enhancements based on industry best practices.
  • Ensure operational status of Voice System components in collaboration with the O&M Program Team.
  • Review software versions and patch levels of Voice System components. Collaborate with Server Admin to apply updates, ensuring systems operate on current, supported software.
  • Perform preventive maintenance and diagnostics.
  • Provide Tier I and II support functions, including repair and restoration in case of component failures or system outages.
  • Collaborate with Tier III Technical Assistance Center (TAC) engineers within the Contractor’s organization and Tier IV engineers at the manufacturer’s TAC to address complex issues when necessary.
  • Effectively engage with customers and peers to fulfill job requirements.
  • Perform efficiently under pressure, manage priorities, and handle multiple concurrent tasks.

Minimum Requirements

  • Completion of a Bachelor’s degree or 4 years of prior experience as an Avaya CM Lead Engineer
  • At least 15 years of hands-on involvement with Avaya systems.
  • Required certifications: Avaya CM and Avaya Contact Center
  • Prerequisite Avaya CM Experience
  • Experience with Aura Applications is essential.
  • Holdings of AIPS (Avaya Implementation Professional Specialist), ASPS (Avaya Support Professional Specialist), and ACSS (Avaya Certified Support Specialist) certifications are mandatory.
  • Additional ACSE (Avaya Certified Solution Expert) and ACIS (Avaya Certified Implementation Specialist) certifications are advantageous.
  • Competence in Call Center Applications
  • Minimum certification mandated for DoD 8570 / DoDI 8140 IAT-1 role is required (i.e. A+ CE, CCNA-Security, CND, Network+ CE, or SSCP).

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing, or by dialing 703-575-8400.


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