Senior Contact Center Engineer

Waterfield Technologies is looking for a Senior Contact Center Engineer with an in-depth knowledge of the Avaya Aura Contact Center portfolio to join the Avaya engineering team. The candidate should have extensive Contact Center project experience and strong hands-on in the past, particularly with Avaya Contact Center products. In this role, the candidate will have a mixture of engineering, planning, and architecture responsibilities. They will also be a part of a cross-sectional team of highly motivated individuals.


The Senior Contact Center Engineer has the responsibilities for configuration, daily operation, and upgrading of Avaya Aura Contact Center Products including but not limited to Application Enablement (AES), AACC-SIP, AACC-AML as well as some experience Oceana/Breeze.

Strong knowledge of Avaya AACC SIP required. Avaya Session Manager and Avaya AEP applications and their interactions with AACC SIP a plus.

Perform discovery of customer telephony environments for configuration and requirements gathering. Lead active deployment of Avaya Aura CC systems. Develop and implement dial plans, dial plan migration in session manager and communications manager, call routing plan, vectors, VDN’s, IVR scripts. Use Provision to export, modify and import dial plans. Troubleshoot L2/3 level incidents on CC Avaya products. Participate in P1/P2 escalation calls to provide customers with timely updates. Open tickets and manage escalations with AVAYA and/or other manufacturers if necessary.


Education and Required Experience

To be successful in this role, all candidates must meet the below qualifications to be considered,

  • BA/BS Degree (additional experience may be substituted in lieu of degree with client permission)
  • 5+ years of Telecommunications experience (specifically with Avaya VOIP CC systems and SIP)
  • 5+ years of Avaya software troubleshooting and support
  • Strong SIP UC/CC architecture understanding
  • Avaya Certifications
  • Avaya Professional Design Specialist (APDS)
  • Avaya Certified Implementation Specialist (ACIS)
  • Avaya Certified Support Specialist (ACSS)


  • Excellent analytical skills
  • Strong interpersonal skills and extremely resourceful
  • Accountable and dependable


  • Contractor Position
  • Remote Work Virtual Office
  • Limited customer in-person meetings.
  • Meet the personnel security requirements and undergo background checks as defined in OPM policy.

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!
You may send your resume to

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