Apex Systems
Overview
Our team delivers enterprise-grade voice and collaboration services across global Contact Center and Non-Contact Center environments. We support a hybrid telecommunications ecosystem anchored in Avaya and Microsoft Teams, complemented by technologies such as AudioCodes, Calabrio, Virtual Hold, Inova, and Lumen. As a Senior Telephony Engineer, you will play a pivotal role in maintaining and evolving our complex on-prem and cloud-based telephony infrastructure. You’ll collaborate with internal teams, vendors, and customers to ensure secure, scalable, and reliable communications services. What You’ll Do
Conduct daily system health checks to ensure service availability and reliability. Collaborate with internal teams, vendors, and third parties to resolve complex voice networking and SIP routing issues, maintaining incident SLAs, and often representing the team during outage investigations. Manage SIP trunking and end-to-end call routing with Lumen and AudioCodes, including support for third-party integrations and BPOs. Fulfill service requests and implement access/configuration changes within SLA timelines. Partner with Avaya and ConvergeOne to plan and execute upgrades across the on-prem Avaya platform: CMS (R18 → R20), AES (→ R10), CM (→ R10). Deploy new Avaya SBCs in Europe to support our global customer base. Replace G650s with virtual Media Servers to maintain supportability and remove tech debt. Oversee server vulnerability remediation in coordination with security teams and vendors. Administer identity, root, and intermediate certificates across Avaya and UC systems. Document processes and contribute to customer-facing knowledge articles. Qualifications
Minimum Qualifications: 10+ years’ experience supporting global contact centers as a telephony engineer. Expert in deploying and maintaining Avaya on-prem platforms, including CMS, AES, CM, and SBCs. Proven success managing Avaya upgrades, service packs, and security patches. Skilled in integrating and supporting SIP trunks, AudioCodes SBCs, Calabrio, Virtual Hold, Inova, and IVR systems. Proficient in end-to-end voice traffic management from Lumen to Avaya. Strong troubleshooting skills with SIP call flows, headers, and ladder diagrams. Experience leading upgrade cutovers and first-day-of-business support. Effective collaboration with vendors (Avaya, ConvergeOne) on system upgrades. Ability to resolve complex Avaya system issues across teams. Hands-on administration of Avaya Aura suite and Agent for Desktop. Capable of managing identity certificates across UC platforms. Excellent communication and cross-functional collaboration skills. Preferred Qualifications: Experience with call recording (preferably Calabrio) and callback technologies (e.g., Virtual Hold). Familiarity with Avaya in virtual environments (Citrix, Azure). Proficient in ServiceNow and Avaya call routing (vectors, VDNs, skills). Skilled in building and interpreting Avaya CMS reports. Experience managing incidents, problems, knowledge, and changes in ServiceNow. Working Conditions
No travel required Reliable internet for remote work Core hours: 8am-5pm US CT Ability to work weeknights and weekends to support system changes Apex and Equal Opportunity Employment
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Apex is an equal opportunity employer and we do not discriminate on the basis of race, color, religion, sex, national origin, disability, or any other legally protected status. If you require an accommodation in using our website for a search or application, please contact our Employee Services Department.
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Our team delivers enterprise-grade voice and collaboration services across global Contact Center and Non-Contact Center environments. We support a hybrid telecommunications ecosystem anchored in Avaya and Microsoft Teams, complemented by technologies such as AudioCodes, Calabrio, Virtual Hold, Inova, and Lumen. As a Senior Telephony Engineer, you will play a pivotal role in maintaining and evolving our complex on-prem and cloud-based telephony infrastructure. You’ll collaborate with internal teams, vendors, and customers to ensure secure, scalable, and reliable communications services. What You’ll Do
Conduct daily system health checks to ensure service availability and reliability. Collaborate with internal teams, vendors, and third parties to resolve complex voice networking and SIP routing issues, maintaining incident SLAs, and often representing the team during outage investigations. Manage SIP trunking and end-to-end call routing with Lumen and AudioCodes, including support for third-party integrations and BPOs. Fulfill service requests and implement access/configuration changes within SLA timelines. Partner with Avaya and ConvergeOne to plan and execute upgrades across the on-prem Avaya platform: CMS (R18 → R20), AES (→ R10), CM (→ R10). Deploy new Avaya SBCs in Europe to support our global customer base. Replace G650s with virtual Media Servers to maintain supportability and remove tech debt. Oversee server vulnerability remediation in coordination with security teams and vendors. Administer identity, root, and intermediate certificates across Avaya and UC systems. Document processes and contribute to customer-facing knowledge articles. Qualifications
Minimum Qualifications: 10+ years’ experience supporting global contact centers as a telephony engineer. Expert in deploying and maintaining Avaya on-prem platforms, including CMS, AES, CM, and SBCs. Proven success managing Avaya upgrades, service packs, and security patches. Skilled in integrating and supporting SIP trunks, AudioCodes SBCs, Calabrio, Virtual Hold, Inova, and IVR systems. Proficient in end-to-end voice traffic management from Lumen to Avaya. Strong troubleshooting skills with SIP call flows, headers, and ladder diagrams. Experience leading upgrade cutovers and first-day-of-business support. Effective collaboration with vendors (Avaya, ConvergeOne) on system upgrades. Ability to resolve complex Avaya system issues across teams. Hands-on administration of Avaya Aura suite and Agent for Desktop. Capable of managing identity certificates across UC platforms. Excellent communication and cross-functional collaboration skills. Preferred Qualifications: Experience with call recording (preferably Calabrio) and callback technologies (e.g., Virtual Hold). Familiarity with Avaya in virtual environments (Citrix, Azure). Proficient in ServiceNow and Avaya call routing (vectors, VDNs, skills). Skilled in building and interpreting Avaya CMS reports. Experience managing incidents, problems, knowledge, and changes in ServiceNow. Working Conditions
No travel required Reliable internet for remote work Core hours: 8am-5pm US CT Ability to work weeknights and weekends to support system changes Apex and Equal Opportunity Employment
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Apex is an equal opportunity employer and we do not discriminate on the basis of race, color, religion, sex, national origin, disability, or any other legally protected status. If you require an accommodation in using our website for a search or application, please contact our Employee Services Department.
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