Senior Telephony Engineer

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

Senior Telephony Engineer - Avaya

Duties and Responsibilities:

Roles and Responsibilities:

• Develop and implement configurations based on customer telephony environment, discovery, and changing requirements including configuration of Avaya Aura system manager, session manager, communications manager, voicemail, media servers, IM & Presence (AMM and Breeze)
• Ongoing focus on foundational and emerging premise or cloud-based communications technologies such as Session Initiation Protocol (SIP) voice services and infrastructure.
• Work as integral part of project team to implement Avaya Aura application servers and act as liaison to provide necessary configuration support for various adjunct equipment such as IVR applications, CMS reporting, Call Recording, SIP PSTN services and others.
• Perform discovery of customer telephony environments for configuration and requirements gathering
• Able to develop and deliver end user administrator training
• Conduct technical sessions with WTI customers to successfully communicate network/system requirements and complete data gathering forms applicable to various Avaya Aura application servers.
• Discuss Avaya Aura network specific requirements and provide customer specific information relating to DHCP Scope Options and QOS requirements.
• Lead discussions relating to system certificates and complete the implementation of the certificates which include generating required CSRs and installing customer and/or Avaya provided certificates end to end in the Avaya Aura stack.
• Lead technical resource for the successful deployment of both Avaya Aura virtualized and physical servers which includes working with the customer or independently to deploy required OVAs in a new Avaya Aura environment or in an existing Avaya upgrade environment. Understanding the required vm resources to
  accurately communicate to the customer and/or set them appropriately as necessary.
• Implement features and functionality appropriate for the customers' needs based on Avaya Aura software platforms such as E164 Dial Plan and shortcut dialing, SIP based Remote Worker and call routing.
• Apply all applicable service packs and patches based on Avaya provided documentation.
• Complete all required integration programming between Avaya Aura application servers as well as work with team members to support Avaya Aura system programming to non-Avaya Aura systems.
• Validate and troubleshoot end to end connectivity utilizing system-based tools and available Avaya knowledge base.
• Complete and apply all necessary licensing requirements utilizing the Avaya PLDS tool. Complete Avaya Aura registration process utilizing Avaya GRT for technical onboarding.
• Develop and execute acceptance test plans that accurately evaluate a customer's Avaya Aura environment.
• Apply all applicable service packs and patches based on Avaya provided documentation.
• Participate in establishing, practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization
• Responsible for providing coaching and mentoring support for less experienced voice engineers
• Ensure the project delivery process meets WTI standards and procedures
• Ensures that WTI is compliant with all applicable requirements and the terms and conditions of the RFP and proposal SOW and executed contracts.
• Continue professional development to keep abreast of emerging technologies, methods and best practices
• Perform other duties as assigned by leadership

Education Requirements & Experience:

• Hands-On Experience in preventive maintenance, installation activity/administration of G450/350/430 gateways, G650 PN, EGW and CM Server 6.x, 7.x, 8.x, and 10.x
• Knowledge of Avaya core products such as CM, Session Manager, System Manager, Gateways, LSP/ESS concepts and networking.
• Experience in Avaya Server technologies, including System Platform, AVP, Linux and ESXi - Ability to use Linux commands for log searches · Trunk Monitoring skills – Understand ARS tables, Route Patterns, VDN, and Vector configuration.
• Experience with complex dial plans, call handler, auto-attendants and attendant console
• Experience with bulk configuration tools for adding and updating configuration
• Experience with QoS - Desirable
• Contact center experience is desirable
• Practical application abilities and understanding of the following software-based items:
  ○ Communication Manager Call Center functionality (Agents, skills, Vector flows)
• Experience with complete deployment and troubleshooting of Equinox Clients
  ○ iOS
  ○ Android
  ○ Windows
  ○ WebRTC
• Remote Worker deployment and troubleshooting experience from ASBCE through CM
• Experience with UcaaS and on-premise deployments
• Experience with desktop deployment and troubleshooting skills
• Equinox Attendant experience a plus
• Equinox conferencing experience a plus
• Modular Messaging, Aura Messaging, ESNA OfficeLinx. Avaya IX Messaging – Deployment and troubleshooting
• Experience with Breeze and Breeze Plugin deployments preferred
• Experience with presence deployments preferred
• Experience with AADS and Utility server implementations preferred
• Experience with configuring 46XX settings files preferred
• Knowledge of station firmware upgrades preferred
• Knowledge of reverse proxy, firewalls preferred
• Experience with voice protocols such MGCP, H323, SIP, SIP Trunking required
• Experience with Session Manager deployments, configuration and troubleshooting required
• System upgrade experience required
• System flattening experience a plus
• Avaya Session Border Controller deployments experience preferred
  ○ Remote Worker
  ○ SIP trunking
• Virtualization experience preferred
  ○ eSXi
  ○ AVP
  ○ System Platform migrations
• Solid understanding of DHCP Scopes, DNS and split horizon DNS required
• Experience with AES implementation, upgrades, and troubleshooting preferred
• Application Enablement Services functionality (TSAPI, CVLAN, DMCC) experience preferred
• Application Integration experience preferred.
• Excellent collaboration skills with various internal/external teams
• Experience with multiple remote access tools – VPN, Nectar, Web based tools

Job Requirements & Experience:

• Bachelor's Degree from an accredited college or university required, Master's Degree a plus. Emphasis in a technology field preferred. Equivalent work experience in lieu of degree will be considered.
• Experience delivering Avaya telephony projects in a medium to large size organization.
• 8+ years' experience implementing and supporting complex Avaya Aura engagements
• 4-7 years related experience in delivering complex telephony projects
• 5+ years of experience working with business stakeholders within a cross-functional matrix environment
• 5+ years of previous experience with gathering requirements from the client / business and documentation
• 1+ years of Experience with configuration and deployment of Avaya Equinox conferencing solution
• 2+ years of Experience with configuration and deployment of Avaya Equinox soft clients
• Advanced to Expert knowledge of the following Avaya Aura application servers and products which include
  both installation and programming proficiencies:
  ○ System/Session Manager
  ○ Communication Manager
  ○ Avaya Messaging Solutions
  ○ Session Border Controller
  ○ Application Enablement Services
  ○ Media Servers and Media Gateways
  ○ Avaya Aura Device Services Server
  ○ 96xx series telephone terminals
  ○ Equinox Clients
  ○ Avaya Aura Device Services
• Avaya Multi-Media Messaging experience preferred
• Breeze and Breeze Plug-ins experience preferred
  Technical Project Experience (all preferred, but not required):
• Telecom projects: VOIP, IVR, Contact Center, Automated Dialers, Call Center Reporting
• Telephony systems: Avaya Red, Cisco
• Facilities: New Builds, Moves, Shutdowns
• Cloud based projects: AWS, Azure, Oracle
• Mixed OS environments: Windows, Unix, Linux, Solaris, etc.
• Development or Application Launches

Technical Certifications:

• Services Specialist ACIS (Avaya Certified Integration Specialist)
• Services Senior Specialist ACSS (Avaya Certified Solution Specialist)
• Avaya Aura certifications desirable
• VMware certifications preferred.
• Other prior technical certifications a plus: Avaya, Cisco networking/telephony, Security, Cloud, etc.
• Intermediate level of proficiency with MS Project, Word, Excel, Visio, PowerPoint and SharePoint with experience presenting to stakeholders and / or Senior Leadership

Soft Skills:

• Self-motivated with strong leadership, diplomatic and motivational skills including the ability to lead up, across and down multiple business and technology organizations.
• Excellent attention to detail, with proven ability to adapt to shifting priorities, competing demands and timelines through analytical and problem-solving capabilities
• Ability to execute many complex tasks and projects simultaneously, and work as a team member as well as independently.
• Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation and excellence
• Excellent oral and written communication and customer service skills working with all levels of the organization.
  Physical Requirements:
• Ability to sit for up to 80% of the time.
• Ability to lift or carry objects up to 10 1bs.
• Frequent use of computer, telephone, office equipment (copier, fax, scanner)
• Ability to travel occasionally for customer training or installations