Senior Univied Communications Voice Engineer

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It s why we ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

AAA Northeast operates a 24x7 emergency roadside contact center and has other contact centers in each business line. The communications in these contact centers are critical to the Club. Under the general supervision of the Unified Communications Manager, the Unified Communications Senior Voice Engineer will be responsible for supporting and managing our critical voice systems, which include several Avaya and related systems. Key responsibilities for this role include the design, installation, and maintenance of these systems. Additionally, our environment incorporates MS Teams Phone, which falls under the UC Engineer's purview. The role also involves providing ongoing operational support for Unified Communications-related digital channels such as chat, SMS, and email. A working knowledge of business line processes is essential, as these communication tools are vital to ensuring high member satisfaction.

What you will do:

• Design and implement unified communications systems, encompassing VoIP, video conferencing, and messaging platforms. Manage and maintain Avaya Systems, including Communication Manager (CM), Avaya Messaging, CMS, Experience Portal, AES, System Manager, Session Manager, Avaya SBC, Oracle SBC, AADS/Avaya Workplace, and SIP phones. Configure software and hardware solutions to meet business objectives, including support for third-party solutions that enhance the unified communications environment.
• Responsible for the design of an integrated communications system covering multiple business lines. Work in conjunction with other IT Teams to integrate the UC System to other operating systems, Contact Center administration - Programming
• Support IVA technology including SMS and Chat. Conduct ongoing analysis of chatbot performance to provide optimization recommendations.
• Manages voice and data service new orders/disconnects.
• Respond to after-hours service call on a rotational basis.
• Ensure compliance of system security postures for all voice hardware and software.