Senior Telephony Administrator Contact Center Specialist Unified Communications

Senior Telephony Administrator Contact Center Specialist Unified Communications Division: Enterprise Technology Unified Communications Team Overview: Transamerica's Unified Communications team delivers enterprise-grade voice and collaboration services across global Contact Center and Non-Contact Center environments. We support a hybrid telecommunications ecosystem anchored in Avaya and Microsoft Teams, complemented by technologies such as AudioCodes, Calabrio, Virtual Hold, Inova, and Lumen As a Senior Telephony Administrator Contact Center Specialist, you will support and optimize call center operations through effective management of Avaya-based phone routing, queues, announcements, and reporting. You'll work closely with internal teams and vendors to ensure reliable, efficient, and scalable voice services across on-prem and cloud environments. What You'll Do Conduct daily system health checks to ensure service availability and reliability Resolve complex voice routing and skilling issues in collaboration with internal teams, vendors, and third parties; lead outage investigations and maintain incident SLAs Fulfill service requests and implement access/configuration changes within SLA timelines Partner with Avaya and ConvergeOne to plan and execute upgrades across the on-prem Avaya platform, specifically Avaya CMS (R18 R20) Administer and maintain call routing vectors, VDNs, skills, and announcements Document processes and contribute to customer-facing knowledge articles What You'll Bring ~ Minimum Qualifications: ~10+ years' experience administering Avaya systems in global contact centers ~ Proficient in Avaya commands and troubleshooting call routing (vectors, VDNs, skills) ~ Skilled in managing announcements and CMS reporting ~ Hands-on experience with Avaya Aura suite and Agent for Desktop ~ Strong SIP routing and toll-free management (RACC; Lumen/AT&T) ~ Effective collaboration with vendors (Avaya, ConvergeOne) on system upgrades ~ Excellent communication and cross-functional teamwork Preferred Qualifications: Experience with call recording (preferably Calabrio) and callback technologies (preferably Virtual Hold) Familiarity with Avaya in virtual environments (preferably Citrix and Azure) Experience managing incidents, problems, knowledge, and changes in ServiceNow Experience with Inova Marquee desktop reader boards Working Conditions: No travel required Reliable internet for remote work Core hours: 8am-5pm US CT Ability to work weeknights and weekends to support system changes