Planned Systems International

Avaya Communications Manager Technician

Location US-MD-Bethesda
Posted Date 1 week ago(9/18/2023 10:57 AM)
Job ID


Napakiak is in search of a qualified Avaya Communications Manager (CM) Technician 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

As a skilled field technician primarily responsible for performing adds, moves, and changes on Avaya UC-solutions, but may also be asked to provide support in the field for resolving problems under the direction of the Lead Engineer as applicable. Will also assist in managing the spares inventory and maintaining wiring closets.

  • Moves, Adds and Changes.
  • Perform basic UC-related system programming functions
  • Install, modify, or relocate telephones.
  • System Operation.
  • Assist the Lead Engineer with providing Tier I and II triage functions such as repair and restore functions in the event of component failure or system outage
  • Replace defective telephone sets.

Minimum Requirements

  • Minimum 5 years of practical experience with Avaya UC solutions.
  • Outstanding communication abilities encompassing both verbal and written forms.
  • Aptitude for comfortable engagement with customers and colleagues to effectively fulfill job requirements.
  • Capability to operate effectively under pressure, juggle diverse assignments, prioritize tasks, and assume full accountability for decisions.
  • Required certification: Avaya CM.
  • Preferred certification: Avaya Contact Center.
  • Essential Avaya CM Experience.
  • Experience with Aura Applications is a necessity.
  • Possession of ACIS (Avaya Certified Implementation Specialist) certification.
  • Additional credentials of AIPS (Avaya Implementation Professional Specialist), ASPS (Avaya Support Professional Specialist), ACSS (Avaya Certified Support Specialist), and ACSE (Avaya Certified Solution Expert) are advantageous.
  • Minimum certification 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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