Job Description

A NOC Avaya Engineer is a specialized role within a Network Operations Center (NOC) that focuses on managing and maintaining Avaya telecommunications systems. Avaya is a leading provider of unified communication and contact center solutions, and organizations often rely on Avaya platforms for their telephony, messaging, and collaboration needs. Here's a job description for a NOC Avaya Engineer:

**Job Title: NOC Avaya Engineer**

**Job Summary:**

The NOC Avaya Engineer is responsible for the design, implementation, maintenance, and troubleshooting of Avaya communication systems within an organization's network infrastructure. This role involves monitoring the performance of Avaya systems, responding to incidents, and ensuring the availability and reliability of voice and collaboration services. The NOC Avaya Engineer works closely with other members of the NOC team and collaborates with stakeholders to support business operations.

**Key Responsibilities:**

1. **Avaya System Administration:**

   - Configure and maintain Avaya Aura Communication Manager, Avaya Aura Messaging, Avaya Session Border Controller (SBC), and other Avaya platforms.

   - Manage user accounts, permissions, and system settings within Avaya applications.

   - Perform software upgrades, patches, and maintenance tasks to ensure the security and stability of Avaya systems.

2. **Monitoring and Troubleshooting:**

   - Monitor the performance and availability of Avaya systems using network monitoring tools and dashboards.

   - Identify and troubleshoot issues related to voice quality, call routing, and system errors.

   - Respond to alerts and incidents in a timely manner, following established procedures and escalation paths.

3. **Incident Management and Resolution:**

   - Investigate and resolve incidents reported by end users or detected through proactive monitoring.

   - Document troubleshooting steps, resolutions, and root cause analysis findings for future reference.

   - Coordinate with internal teams, vendors, and service providers to resolve complex issues and escalate when necessary.

4. **Configuration Management:**

   - Maintain accurate inventory and documentation of Avaya hardware, software, licenses, and configurations.

   - Implement changes to Avaya systems in accordance with change management processes and procedures.

   - Ensure compliance with regulatory requirements and industry standards for telecommunications systems.

5. **Collaboration and Support:**

   - Collaborate with network engineers, system administrators, and other IT teams to integrate Avaya solutions with existing infrastructure and applications.

   - Provide technical support and guidance to end users, help desk staff, and other stakeholders on Avaya-related issues and inquiries.

   - Participate in on-call rotations and scheduled maintenance activities as required to support 24/7 operations.

**Qualifications and Skills:**

- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

- Previous experience as a NOC engineer or telecommunications engineer, with a focus on Avaya systems.

- Proficiency in configuring and troubleshooting Avaya Aura Communication Manager, Avaya Aura Messaging, Avaya SBC, and related components.

- Familiarity with SIP trunking, VoIP protocols (e.g., SIP, H.323), and telephony concepts.

- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

- Excellent communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.

- Avaya certifications such as Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) are preferred.

**Conclusion:**

The NOC Avaya Engineer plays a crucial role in ensuring the availability, performance, and reliability of Avaya communication systems within an organization. By proactively monitoring, troubleshooting, and maintaining Avaya platforms, they contribute to the seamless operation of telephony and collaboration services, supporting the organization's business objectives and user productivity.