Avaya Aura/Communication Manager ETAS Engineer

1 week ago(1/11/2018 10:03 AM)
Requisition ID
Category (Portal Searching)


Black Box Network Services-Government Solutions (BBGS) is a unified communications integrator that implements telecommunications and data solutions for Federal and Commercial customers worldwide. BBGS is a wholly owned subsidiary of Black Box Corporation and an Avaya Platinum and Cisco Gold Partner. The primary focus of BBGS is the delivery and implementation of Unified Communications, Data Networks, OSP and facilities solutions to customers across the industry. Come join a team that sets the standard for superior performance and quality as recognized by our customers around the globe.

BBGS is seeking an experienced home based Avaya Aura/CM ETAS Engineer
in the Amherst, VA Network Operations Center (NOC).  The ability to telecommute is a possibility for the right candidate.


Duties and Responsibilities:
The Avaya Aura ETAS Engineer must be capable of performing advance troubleshooting and system restoration on the full Avaya Aura and Communication Manager product. The candidate must be experienced in assessing user needs, translating those needs to identify the nature of the trouble and applying skills to rectify the error condition on the system.  Extensive knowledge in the entire Avaya Communication Manager suite to include older Definity systems, G3R, Voice Messaging (Aura Messaging, CM Messaging and Modular Messaging) is required, and additional knowledge of Contact Center, Conferencing and Session/System Manager is preferred.   Familiarity with Main Communication Facilities, Data Switches and Routers, and related Power and HVAC requirements is preferred. Candidates must meet criteria to pass a background check and obtain a DoD Secret Security Clearance. BBGS will assist applicants with submitting the necessary background check and security clearance request forms. 

  • Provide Tier II and Tier III level technical assistance support and emergency technical assistance support to Black Box’s current and future Avaya Communication Manager customer base.
  • Coordinates with the Original Equipment Manufacturer (Avaya) to obtain vendor level support once all internal avenues have been exhausted.
  • Participate in the Avaya Communication Manager oncall rotation. 
  • Provide insight and development to contractual deliverable such as method or procedures (MOP), test and acceptance plans (TAP) and after action reports (AAR).
  • Create and report on performance metrics for service delivery to identify areas requiring improvement
  • Utilizes available information, metrics and evaluations to develop recommendations for change
  • Provides input on internal processes to assist with service improvement initiatives


Preferred Skills and Qualifications:

  • Experience with the Department of Defense’s DSN and DISN network.
  • Prior Network Operation Center experience supporting the Avaya Communication Manager Product line.
  • Experience with the Avaya CS1000 platform.
  • Prior experience with Linux scripting and implementation
  • Prior experience with VMWare deployment and troubleshooting.
  • Current Avaya Core ACSS certification.
  • Current Secret or higher security clearance.
  • Experience with current DoD Information Assurance policies, procedures, and techniques.
  • Current CompTIA Security+, Cisco CCNA Security, Cyber Security Essentials Certification (GSEC) or Systems Security Certified Practitioner (SSCP)
  • Familiarity with the Industry, Department of Defense United States’ Government standards, orders and policies, including the following:
    • Building Industry Consulting Services International (BICSI)
    • National Fire Protection Association (NFPA)
    • Institute of Electrical and Electronics Engineers (IEEE)
    • Telecommunications Industry Association (TIA) / Electronic Industries Alliance (EIA) or ISO/IEC 11801
    • National Emergency Management Association (NEMA)
    • American National Standards Institute(ANSI)
    • Occupational Safety and Health (OSHA)


Required Skills and Qualifications:

  • Associates degree in Information Technology, Engineering, Computer Science, Systems or Business discipline. 5 years or greater direct relevant technical experience may be substituted for education.
  • Minimum 5-8 years experience in advance troubleshooting and system restoration of Avaya CM, Definity, and G3R and subtending systems.
  • 10 years of direct relevant technical experience may be substituted for education.
  • Strong computer skills with emphasis on Microsoft Visio, Microsoft Excel, Microsoft PowerPoint and word processing are required.
  • Working knowledge of IP Subnetting, QoS and IPV4/IPV6 model is required
  • Working knowledge of routers and switches is preferred.
  • Candidate must have the knowledge to pass the ACSS-Avaya Engagement Solutions Certifications / Avaya Certified Solution Specialist
  • Must be familiar with upgrading the Avaya Communication Platform  from older legacy releases to Avaya Aura Release 7.x  
  • Ability to successfully handle multiple priorities simultaneously is required.
  • Must be a US citizen and the ability to obtain a valid passport.
  • Ability to work flexible/extended hours to include oncall rotation is required.
  • Must have the ability to lift up to 50 pounds if required.
  • A valid driver’s license is required.
  • The ability to pass a background check and obtain a Department of Defense secret clearance is required.
  • The ability to obtain an Information Assurance Technical (IAT) Level II certification as listed in the current version of DoD 8570.01-M within two (2) months of hire date is required.  IAT Level II certifications include:
    • GSEC
    • Security+
    • CCNA Security
    • SSCP


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