We are seeking Customer Experience Professionals with an active Top Secret Clearance and full scope polygraph.

The position is on-site, in Fairfax, VA, so candidates must be located in or within a commutable distance to the area.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Responsibilities:

The overall responsibility is to develop testing strategy and plans with our client, cross-service teams, and third-party partners. This requires a deep understanding and extensive experience with Avaya architecture, design, implementation, and testing to support architecture designs for global deployments in the constantly evolving field.

Requirements:

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

- Experience working in the support field and direct customer interactions

- Strong technical knowledge and experience with Avayas product portfolio

- Technical working knowledge and experience with Communication Manager, Session, and System Manager

- Technical working knowledge and experience with Session Initiation Protocol

- Knowledge and experience with Avayas Contact Center portfolio

We are looking for applicants with the following:

- Strong personal computer and business solution software skills in application administration, design, and architecture

- Strong analytical and problem-solving skills for design, coordination, and testing of applications

- Leadership skills to guide and mentor the work of less experienced personnel

- Good communication skills to communicate with customers, support personnel, and management

- Ability to work in a team environment

- High tolerance for stressful situations

- Bachelors degree or equivalent years of experience

- At least 5 years of professional experience in the related field

Additional Responsibilities:

- Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network

- Monitor, manage, and maintain voice call flow traffic across PRI/H.323/SIP trunk groups connecting to Avaya products and other telecommunication platforms

- Migrate call flows to enhance telecommunication posture

- Manage and maintain a bash script application to manage login accounts in Avaya and non-Avaya servers

- Work with the customer's O&M Team and other organizations to maintain reliable talk paths between voice networks

- Create and maintain various eDocuments capturing how to manage and maintain communications within the customer's voice network

- Respond to requests for assistance on performing administrative tasks and troubleshooting actions

- Train newer voice engineers on performing the tasks mentioned