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Get AI-powered advice on this job and more exclusive features.Head of Service Management at Converged Communications Network Applications Pty LtdJob Summary:We are seeking a skilled and proactive AVAYA Telephony Engineer to join our IT and telecommunications team. The ideal candidate will have solid hands-on experience with Avaya Aura and Avaya IP Office, along with a strong understanding of VoIP systems, call routing, and unified communications. Strong communication skills, a customer-first mindset, and a basic understanding of networking and security principles are key to success in this role.Key Responsibilities:Monitor system performance, troubleshoot issues, and ensure high availability of voice infrastructure.Collaborate with IT, security, and network teams to ensure integration and compatibility across platforms.Provide support for VoIP deployments, call flows, IVR, voicemail, SIP trunking, and call recording systems.Respond to and resolve user support tickets related to telephony services.Maintain system documentation, including configuration records, change logs, and troubleshooting guides.Ensure systems meet security and compliance standards; assist with audits as required.Stay up to date with the latest developments in AVAYA technologies and telephony best practices.Required Skills & Qualifications:Proven experience working with Avaya Aura or Avaya IP Office platforms.Solid understanding of VoIP protocols (e.g., SIP, H.323) and telephony infrastructure.Good knowledge of network fundamentals including TCP/IP, VLANs, QoS, firewalls, and NAT.Familiarity with security principles as they relate to VoIP systems (encryption, secure trunking, etc.).Excellent communication and interpersonal skills with the ability to explain technical issues to non-technical users.Strong problem-solving skills and ability to work independently or as part of a team.Experience with system backups, patching, and disaster recovery planning for telephony environments.Preferred Qualifications (Nice to Have):Avaya certifications (e.g., ACIS, ACSS).Experience with call center integrations, CTI, or CRM integrations.Familiarity with other unified communications platforms or cloud-based solutions.Why Join Us?Converged Communication Network Applications Pty Ltd (CCNA) delivers leading technology solutions and services within the Enterprise, Government, and Carrier marketplace. The innovative design, development, and implementation of converged communication network applications are our core area of expertise.Seniority LevelNot ApplicableEmployment TypeFull-time #J-18808-Ljbffr