Implementation Engineer (Avaya)

Title: Implementation Engineer (Avaya)

Location: Seattle, WA or Portland, OR – Hybrid (2 days in office per week)

Type: Full-Time

Compensation: $95,000–$130,000 annually

Position Overview

The Implementation Engineer is responsible for deploying, upgrading, maintaining, and troubleshooting enterprise Unified Communications solutions. Working closely with Solution Architects, Project Managers, and managed services teams, this role helps deliver new implementations, system upgrades, integrations, and ongoing technical support that drive successful customer outcomes.

The ideal candidate brings strong customer-facing communication skills and hands-on technical expertise across enterprise voice and communications technologies, including Avaya Aura, AudioCodes Session Border Controllers, and Microsoft Teams voice integrations. Experience with contact center platforms is highly desirable.

Key Responsibilities

• Install, configure, upgrade, and troubleshoot the Avaya Aura suite, including Communication Manager (CM), Application Enablement Services (AES), System Manager (SMGR), Session Manager (SM), Session Border Controller (SBC), AADS, and Messaging.
• Assess existing customer environments and provide technical input regarding migration strategies, upgrade requirements, and estimated implementation effort.
• Integrate Avaya Aura environments with contact center solutions as required.
• Configure and support SIP connectivity between Avaya Aura and Session Border Controllers, including AudioCodes.
• Implement and support Microsoft Teams Calling environments utilizing Direct Routing.
• Coordinate carrier voice network services and third-party telephony connectivity.
• Perform system patching, maintenance, and related infrastructure activities to maintain secure and reliable telephony environments.
• Configure E911 capabilities in accordance with applicable FCC requirements.
• Partner with managed services teams to troubleshoot complex customer issues, including priority-one (P1) incidents.
• Participate in an on-call rotation that may include after-hours and weekend support.
• Develop and contribute to customer-facing and technical materials, including proposals, scopes of work, RFP/RFI responses, design summaries, workshops, and internal enablement content.
• Travel as needed for customer meetings, discovery sessions, on-site work, internal meetings, conferences, and manufacturer events.
  
  

Qualifications

• 5 years of experience supporting and managing enterprise voice systems.
• Demonstrated experience implementing, administering, upgrading, and troubleshooting Avaya Aura technologies, including CM, AES, SMGR, SM, SBC, and Messaging.
• Hands-on experience configuring and supporting Session Border Controllers.
• Strong knowledge of Microsoft Teams Calling and Direct Routing.
• Experience working with Genesys Cloud and Genesys Engage.
• Familiarity with carrier voice network management and third-party telephony integrations.
• Understanding of voice security practices and fraud detection.
• Strong written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and project stakeholders.
• Strong analytical, troubleshooting, collaboration, prioritization, and follow-through skills.
• Ability and willingness to participate in an on-call rotation, including after-hours and weekend coverage.
• Willingness to travel as business and customer needs require.
  
  

Preferred Skills

• Experience integrating AADS with SSO and Active Directory for Remote Worker environments.
• Experience administering complex Avaya IP Network Region configurations.
• Experience supporting or implementing contact center technologies.