[ref. t61239500] Senior Avaya/Cisco Communications System Programmer

The Role

We are seeking a highly experienced and certified Senior Communications Specialist (System Programmer) to take ownership of our large-scale Avaya and Cisco voice communication environment. In this pivotal role, you will be responsible for the design, implementation, maintenance, and optimization of our mission-critical call center and corporate IP telephony systems, ensuring maximum uptime, performance, and alignment with business objectives.

• Manage, administer, and provide advanced troubleshooting for our complex Avaya Aura/Call Center and Cisco Unified Communications Manager (CUCM)/UCCX environments.
• Serve as the primary subject matter expert for all voice communication systems supporting a call center of 100+ seats and a corporate IP telephony network for 1000+ users.
• Perform system upgrades, patches, and configuration changes during approved maintenance windows.
• Monitor system performance, analyze trends, and proactively implement solutions to prevent issues and ensure service level agreements (SLAs) are met.
• Collaborate with contact center leadership to design and implement call routing strategies (Vectoring, Scripting, IVR) that enhance customer experience and agent productivity.
• Provide Tier 3 support and guidance to the IT operations team, resolving complex incidents and problems.
• Develop and maintain comprehensive documentation for system architecture, configurations, and operational procedures.
• Evaluate new communication technologies and make recommendations for continuous improvement.

• Minimum of 5 years of hands-on, professional experience specifically managing and supporting large-scale enterprise Avaya and/or Cisco communication platforms.
• Relevant professional certifications are mandatory (e.g., Avaya Certified Implementation Specialist (ACIS) / Avaya Certified Solutions Architect (ACSA) or Cisco Certified Network Professional Collaboration (CCNP Collaboration) / Cisco Certified DevNet Professional).
• Proven experience in supporting a high-availability call center environment with at least 100 agent seats (experience with Avaya Aura Contact Center, Elite, or Cisco UCCE/Packaged CCE is essential).
• Proven experience in managing a corporate IP telephony system supporting over 1000 end-users.
• Deep technical knowledge of VoIP protocols (SIP, H.323, RTP), networking (QoS, VLANs), and session border controllers (SBCs).
• Strong analytical and problem-solving skills with a proven track record of resolving complex technical issues.

• A competitive salary and comprehensive benefits package.
• The opportunity to work with and lead cutting-edge technology in a large-scale enterprise environment.
• A challenging and impactful role with significant autonomy.
• A professional and collaborative work culture that values innovation.
• Opportunities for continuous learning and career development.

How to Apply

If you are a certified expert with the required large-scale experience, we want to hear from you. Please apply through MyCareerFuture or send your detailed resume, highlighting your relevant Avaya/Cisco experience and certifications, to hr@terra.systems.