Sr. Customer Experience Manager - TS/SCI Required with a Full Scope Poly - Onsite Fairfax

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

ABOUT THE OPPORTUNITY

Must be a United States citizen holding Top Secret Clearance with full scope polygraph.  This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area.      Please note the Avaya competencies that are required and be sure they are included on your resume before submission. 

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.    This is not a union/represented role.

Overall responsibility of developing testing strategy and plans with our client, cross-service teams and third-party partners. Requires a deep understanding and extensive experience with Avaya architecture, design, implementation and testing in support of architecture designs to be consumed for global deployments. It's a constantly evolving field, and the job requires someone who can stay on top of the latest trends and technologies.

 

Must be a United States citizen holding Top Secret Clearance with full scope polygraph.  This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area.      Please note the Avaya competencies that are required and be sure they are included on your resume before submission. 

 

• Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new Avaya products to enhance their telecommunication posture.
• Monitor, manage, and maintain voice call flow traffic across more that 300 TDM-PRI/H.323/SIP trunk groups connecting to Avaya products as well as other telecommunication platforms.
• Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR/ARS Analysis/Conversion tables and Route Patterns.
• Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of Avaya and non-Avaya servers.
• Manage dozens of non-person accounts in hundreds of Avaya and non-Avaya servers that perform automated functions for the customer.
• Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
• Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc.) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
• Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions.
• Train newer voice engineers on how to perform most of the tasks listed above.

ABOUT YOU

• Experience working with Avaya CM implementation and service-related work
• Experience working i