Avaya - Fairfax, VA
posted 2 months ago
The Sr. Customer Experience Manager at Avaya is a pivotal role that requires a deep understanding of Avaya's architecture, design, implementation, and testing processes. This position is responsible for developing testing strategies and plans in collaboration with clients, cross-service teams, and third-party partners. The candidate must possess extensive experience in supporting architecture designs for global deployments, ensuring that they remain current with the latest trends and technologies in the field. As part of the role, the manager will provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network. This includes overseeing patching, upgrading, and the introduction of new Avaya products to enhance the telecommunications posture of the organization. The manager will also monitor, manage, and maintain voice call flow traffic across more than 300 TDM-PRI/H.323/SIP trunk groups, ensuring seamless connectivity to Avaya products and other telecommunication platforms. The role involves migrating call flows from TDM-PRI and H.323 trunk groups to SIP peering connections, utilizing AAR/ARS analysis, conversion tables, and route patterns. Additionally, the manager will oversee a bash script application that assists end users in administering their login accounts across numerous Avaya and non-Avaya servers. The position also requires managing non-person accounts that perform automated functions for the customer, collaborating with the O&M team to troubleshoot and maintain reliable talk paths between voice networks, and producing various eDocuments to capture management and maintenance procedures for the voice network. Training newer voice engineers on the tasks associated with this role is also a key responsibility, ensuring that knowledge is transferred effectively within the team. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work under pressure while maintaining a high level of professionalism.