Telecom Voice Engineer - L2 -Avaya

Job Description

Senior Telecom Voice Engineer – Avaya / SBC / SIP

Keep enterprise voice services running at their best.

If you are the kind of telecom engineer who enjoys solving the hard problems others cannot, this role gives you the chance to be the senior technical point person for a complex enterprise voice environment. This position is ideal for someone who can work onsite in Brooklyn, NY with the existing team that has deep hands-on experience with Avaya, SIP, SBCs, carrier connectivity, and voice infrastructure troubleshooting in a production setting.

You will play a key role in maintaining and improving critical telecom services across voice, unified communications, circuits, routing, and vendor operations. This is a strong fit for someone who likes a mix of advanced troubleshooting, telecom infrastructure ownership, operational leadership, and mentoring, and who can step in confidently during high-impact incidents.

What You’ll Do

Lead advanced voice and telecom troubleshooting

• Serve as the senior L2/L3 escalation point for complex telecom and voice incidents, with a strong focus on Avaya environments
• Troubleshoot and resolve issues related to SIP failures, PRI issues, PSTN connectivity, QoS degradation, MPLS/SD-WAN outages, and UC service interruptions
• Perform deep-dive diagnostics using Avaya CM traces, SM logs, CDRs, SIP ladder traces, and provider diagnostics
• Support day-to-day issue resolution for complex voice and unified communications environments
  
  

Own core telecom and voice infrastructure

• Manage enterprise telecom platforms and services including:
• Avaya voice platforms
• SIP trunks and SBCs
• PRI / ISDN / E1 connectivity
• Voice gateways
• MPLS, SD-WAN, DIA, and WAN-related voice dependencies
• Unified communications platforms such as Teams Direct Routing
• Oversee DID allocation, number management, and porting activities
  

Partner with carriers and vendors

• Act as a key point of contact for telecom vendors, carriers, and ISPs
• Drive escalations, fault isolation, service restoration, SLA discussions, and root cause follow-up
• Coordinate link testing, carrier troubleshooting, and circuit commissioning or upgrades
• Ensure vendors meet service expectations and deliver timely RCA documentation
  
  

Improve capacity, performance, and service reliability

• Assess telecom capacity across SIP channels, PRI usage, WAN bandwidth, and QoS policies
• Review traffic patterns, call flows, and CDRs to identify congestion risks and routing issues
• Recommend infrastructure changes, upgrades, and optimizations based on usage and performance trends
  
  

Lead change activity and telecom projects

• Support and lead telecom change efforts such as:
• Avaya upgrades and patching
• SIP trunk onboarding
• Circuit migrations and upgrades
• Voice gateway and SBC changes
• Dial plan updates
• UC platform integrations
• Review and validate RFCs, risk assessments, implementation steps, and rollback plans
  

Support governance, compliance, and security

• Help maintain standards for dial plans, numbering, QoS, and SBC security
• Support compliance with requirements related to FCC, E911, emergency calling, and telecom governance
• Assist with fraud prevention, toll-bypass controls, and SIP security hardening
  
  

Maintain documentation and lifecycle planning

• Keep telecom documentation current, including topology diagrams, inventories, dial plans, SOPs, and vendor records
• Track renewals, service expiration dates, end-of-life risks, and optimization opportunities
• Help manage telecom asset lifecycle planning and capacity thresholds
  
  

Mentor and support the broader team

• Guide junior telecom, voice, and network support staff on troubleshooting and best practices
• Contribute to SOPs, training materials, and knowledge base content
• Participate in roadmap discussions and recommend improvements for future telecom evolution
  
  

What You Bring

Required Experience

• 10 years of experience in telecom operations, voice engineering, or unified communications support
• At least 3 years in a senior escalation, L3, or lead telecom support role
• Strong hands-on experience supporting enterprise Avaya voice environments in production
• Proven experience troubleshooting complex telecom incidents across voice, circuits, carriers, and unified communications
  
  

Required Technical Skills

• Strong knowledge of telecom protocols and concepts such as:
• SIP
• RTP
• PRI / ISDN
• PSTN
• DID
• QSIG
• SS7
• Hands-on experience with:
• Avaya platforms
• SBC platforms
• Voice gateways such as Avaya, AudioCodes, or Ribbon
• Teams Direct Routing or similar UC technologies
• Strong understanding of WAN and voice-related networking, including:
• MPLS
• SD-WAN
• VPN
• DIA
• QoS / CoS
• VLANs
• DSCP
• NAT traversal
• Ability to analyze SIP traces, CDR logs, signaling flows, and ladder diagrams
• Strong fault isolation skills for voice quality issues such as jitter, latency, and packet loss
• Familiarity with telecom billing, usage tracking, and cost management
• Basic understanding of MDF/IDF environments, color codes, and physical voice/network cabling
• Familiarity with Nortel Bix block, 66 block, and 110 block punch-down
• Knowledge of RightFax over SIP environments
• Ability to lift 50 lbs. when needed
  

Preferred Certifications

• AudioCodes or Ribbon SBC certifications
• Avaya and/or Teams certifications
• ITIL v4 Foundation
• Telecom compliance or auditing certifications are a plus
  
  

What Will Make You Successful

• Strong ownership and accountability in a high-visibility support environment
• Calm, confident communication during critical incidents and bridge calls
• Excellent troubleshooting and root cause analysis skills
• Strong vendor coordination and SLA management ability
• Ability to balance hands-on support work with documentation, process improvement, and mentoring
  
  

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.