AVAYA CM Lead Engineer


Requisition Number: 2023-6793

Position Title:

External Description: Summary

All Native Group is seeking a highly-skilled field engineer capable of advanced diagnostics and troubleshooting on multiple technology platforms, including Avaya CM, AES, CMS, ACR, voice mail, Avaya / Verint WFO call recording, IVR, Forum, Verasmart, speech analytics, and CTI components. The Lead Engineer will maintain current certifications for WRNMMC's CM, voice mail, and contact center products. They will be primarily responsible for resolving any problems with proper UC-specific system operation.

Essential Functions

  • Implementation, management, maintenance, and troubleshooting of Voice System components, network regions and related VLANs, and subscriber moves/adds/changes/deletions requested via the WRNMMC ticket system(s) or at the specific request of the WRNMMC COR

  • Assist the customer with establishment of Voice System programming standards

  • Meet with end-user individuals and departments to collect mission-specific Voice service requirements

  • Independently troubleshoot Voice System component and- network regions and associated VLANs to identify root causes, isolate issues, and resolve potential system anomalies or service outages

  • Review system logs to proactively identify potential issues.

  • Make recommendations for system improvements based on industry recommended practices

  • Maintains Voice System components in operational condition with support of O&M Program Team

  • Review Voice System component software versions and patch levels to identify and apply updates in collaboration with the Server Admin, ensuring systems are maintained and operating on current, supported software versions

  • Perform preventative maintenance and diagnostics

  • Provide Tier I and II triage functions such as repair and restore functions in the event of component failure or system outage

  • Work with Tier III Technical Assistance Center (TAC) engineers at the Contractor's organization and Tier IV engineers at the manufacturer's TAC to resolve complex issues as applicable.

  • Comfortably interact with customer and peers to perform required job functions

  • Work under pressure, prioritizing and handling a variety of concurrent work assignments.


  • Avaya CM and Avaya Contact Center certifications are required

  • Must have Avaya CM Experience

  • Must have experience with Aura Applications

  • Must have AIPS (Avaya Implementation Professional Specialist)

  • Must have ASPS (Avaya Support Professional Specialist)

  • Must have ACSS (Avaya Certified Support Specialist)

  • ACSE (Avaya Certified Solution Expert) a plus

  • ACIS (Avaya Certified Implementation Specialist) a plus

  • Call Center Applications

Supervisory Responsibility

  • None required for this position

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Must be able to remain in a stationary position 75% of the time.

  • Occasionally moves about inside the office to access file cabinets, office machinery, etc.

  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

  • Expresses or exchanges ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.

  • Frequently moves standard office equipment up to 25 pounds.

  • Must be able to work indoor conditions 90% of the time.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full time position.


Travel is primarily local during the business day, although some out of the area travel and overnight may be expected.


  • Minimum 15 years of experience with Avaya systems.


  • Bachelor's degree or 4 years of Avaya CM Lead Engineer experience

Additional Eligibility Qualifications

  • Minimum certification for DoD 8570 / DoDI 8140 IAT-II role is required.

  • Comp TIA Security +

  • Comp TIA CySA+

Security Clearance

Must possess or be able to obtain/maintain a Top Secret clearance.

AAP/EEO Statement

All Native Group is an equal opportunity employer. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

City: Bethesda

State: Maryland

Community / Marketing Title: AVAYA CM Lead Engineer

Company Profile:

Location_formattedLocationLong: Bethesda, Maryland US

CountryEEOText_Description: US EEO Verbiage

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