Senior Avaya Engineer (Oceana hands on experience required)

Role Overview

Senior Avaya Engineer at Virtua Advanced Solution, reporting to the HRIS and telecommunications leadership team. This role is based in a location serving enterprise clients across multiple regions and requires hands-on expertise in Avaya Oceana contact center platforms.

Company Overview

Trans Skills is an HRIS solutions business founded in 2008 and headquartered in Dubai. The company offers hiring, payroll processing, and payments services across a comprehensive suite of products. Trans Skills operates as a global EOR provider with specialty recruitment and staffing solutions across the Middle East and Africa, serving clients in more than 40 countries through a global network of 32 offices.

Role Purpose

To design, deploy, and maintain enterprise-grade Avaya telecommunications and unified communications systems, with specialized focus on omnichannel contact center environments. The role drives system customization, executes complex integrations, and ensures optimal contact center performance through advanced Avaya Oceana and Aura platform expertise.

Key Responsibilities

Contact Center & Oceana Operations

• Design, implement, and manage advanced contact center infrastructures serving as the subject matter expert for Avaya Oceana and omnichannel routing solutions.

Avaya Aura Administration

• Maintain and troubleshoot the core Avaya Aura ecosystem, including Communication Manager (CM), Session Manager (SM), System Manager (SMGR), and Avaya Experience Portal (AEP).

API & CRM Integration

• Lead the integration of Avaya systems via AES and modern APIs with enterprise CRM platforms and third-party applications to ensure unified agent desktops and seamless data synchronization.

System Customization

• Develop and deploy custom routing policies, vectors, VDNs, and IVR Orchestration Designer (OD) code across UAT and Production environments to meet specific business workflows.

Workforce Management

• Support, configure, and maintain Avaya WFM, Avaya Forecasting, and integrated call recording applications such as NICE to optimize agent scheduling and quality assurance.

Network & SIP Management

• Configure and troubleshoot SIP trunks, Session Border Controllers (SBC), and Media Gateways to ensure highly available, secure voice traffic.

Qualifications & Experience

• Bachelor's degree in Computer Science, Engineering, or a related technology field.
• 10+ years of dedicated VoIP and telecommunications experience, operating at an L2/L3 Support or Solution Architect level.

Skills & Competencies

• Deep expertise in Avaya Oceana, Avaya Aura, and comprehensive Contact Center operations.
• Proven track record in Avaya Customization and managing complex IVR and voice application deployments.
• Strong hands-on experience with API and CRM integrations, utilizing Avaya AES and Tomcat servers.
• Proficiency in configuring and monitoring Avaya WFM, Avaya CMS, and Call Recording platforms.
• Solid foundational knowledge of SIP, ISDN PRI, routing protocols, and SBC administration.

Additional Information

• Avaya Certified Implementation Specialist (ACIS) certification is highly preferred.