Engineer

• Administer, monitor, and maintain Avaya Aura Communication Manager, Experience Portal, Session Manager, System Manager, and associated voice applications
• Perform regular upgrades, patches, and updates for Avaya systems, ensuring compliance with vendor recommendations and security standards
• Troubleshoot and resolve Tier 2/3 voice and telephony-related incidents, escalating to Avaya support as necessary
• Design, configure, and manage outbound campaigns (voice, SMS, email) through Avaya POM
• Work with business teams to implement customer engagement strategies, call treatment logic, and campaign reporting
• Optimize campaign performance, dialer pacing, and call completion rates
• Monitor campaign execution and provide operational support to ensure SLAs and compliance requirements are met
• Ensure seamless integration between Avaya platforms, CRM systems, and third-party applications
• Collaborate with IT, contact center operations, and business stakeholders to support engagement initiatives
• Maintain SIP trunking, call routing, IVR flows, and voice gateways
• Maintain accurate technical documentation, configuration records, and change logs
• Generate and analyze system and campaign reports to recommend improvements

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