Planned Systems International

Program Manager/Avaya Specialist

Location US-MD-Bethesda
Posted Date 1 week ago(9/18/2023 11:03 AM)
Job ID


Napakiak is in search of a qualified Program Manager/Avaya Specialist 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 Program Manager/Avaya Specialist embodies a skilled and experienced professional adept at overseeing technical personnel and engaging with customers to ensure the highest standards for all essential services. Their primary role involves the management and direction of team activities, coupled with the responsibility of creating and maintaining necessary documentation and reports. This individual directly provides support to end-users of telecom services and systems.


Detail-oriented and analytical, they collect information meticulously, evaluate user incidents and service requests, and prioritize responses. Informed decisions are their forte, leading to efficient and effective resolutions, while they also ensure to deliver comprehensive feedback to clients. When issues remain unresolved, this resource adheres to organizational protocols for appropriate escalation.


The reduction or elimination of client downtime is a key aim. They conduct thorough testing of client applications and convey updates, statuses, and conclusions to managers through suitable channels like email, voice mail, or in-person discussions. The Specialist assesses system logs to proactively identify potential telecommunications problems and supervises the telecommunication network infrastructure, utilizing advanced monitoring and reporting tools to minimize downtime.


For projects and maintenance activities, coordination with project teams ensures preparedness within the staff to offer adequate support. Moreover, this resource plays an important role in training both staff and end-users on diverse telecommunications tools and services, as and when the need arises.

  • Serve as the contract manager and primary point of escalation, responsible for serving as the authorized liaison between the customers and stakeholders.
  • Formulate and uphold performance work standards, allocate work schedules, review work discrepancies, oversee Contractor personnel, and effectively communicate the policies, objectives, and goals.
  • Oversee the training program to ensure that technical personnel maintain the requisite knowledge and certifications.
  • Collaborate with the customer to devise and manage the daily/weekly schedule.
  • Develop and uphold comprehensive system documentation and records in collaboration with both the customer and technical staff.
  • Deliver all necessary reports and documentation to the customer or contracting officer promptly.
  • Collaborate closely with Avaya engineers and technicians.
  • Offer technical support, guidance, and consultation.
  • Exhibit hands-on technical proficiency on-site at the customer's location.
  • Readiness for a flexible working schedule is imperative.
  • Provide on-site and remote support to ensure uninterrupted 24/7 operations.
  • Directly interface with clients to identify additional opportunities and contribute to their development.
  • Act as a liaison with vendors and third-party providers.
  • Supervise engineers and other telecommunication personnel.
  • Provide continuous operational technical support, encompassing troubleshooting incidents and resolving issues.
  • Manage intricate Avaya phone systems at client sites, which includes tasks such as station moves, CMS vectoring programming, automatic call distributor (ACD) management, and Avaya voicemail systems.
  • Maintain and update all departmental SOPs related to operational support.
  • Process, compile, and provide Telecommunication reports outlining call details.
  • Coordinate with the customer’s Project Management team while serving as the Program/Project Manager for Telecommunications projects.

Minimum Requirements

  • Possession of an MBA/BA/BS Degree in a relevant field along with corresponding work experience.
  • Previous managerial experience.
  • Preferably holds certifications from the Project Management Institute (PMI), including Project Management Professional (PMP)®, and ITIL (V3 or v4).
  • Minimum of 10 years of experience within the IT/Telecom industry.
  • At least 5 years of hands-on experience in configuring and optimizing Avaya Telecommunication Equipment.
  • Essential Avaya CM Experience.
  • Experience with Aura Applications is required.
  • Holdings of ACIS (Avaya Certified Implementation Specialist) certification.
  • Additional certifications like AIPS (Avaya Implementation Professional Specialist), ASPS (Avaya Support Professional Specialist), and ACSS (Avaya Certified Support Specialist) are advantageous.
  • Knowledgeable about Call Center Applications.
  • Proficient in Telecommunication protocols, server and network infrastructures, TCP/IP and VoIP networking, Copper and Fiber Cable Standards, and related technologies.
  • Exceptional communication skills, both oral and written, alongside adeptness in engaging with customers and peers.
  • Ability to function effectively under pressure, manage a diverse range of tasks concurrently, prioritize workload, and take full accountability for decisions.
  • Proficiency in analyzing data, providing recommendations, and crafting comprehensive reports and presentations.
  • Outstanding organizational and time management capabilities.
  • Excellent troubleshooting aptitude.
  • 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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