IT VOIP Engineer - Avaya

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 14,500+, and has 58 offices in 21 countries within key global markets.

Our challenge

We are seeking a dedicated Telephony Support Specialist with extensive experience in implementing and maintaining Avaya on-premises telephony platforms. The ideal candidate will manage system upgrades, support voice traffic, troubleshoot complex issues, and collaborate with vendors to ensure reliable communication services.

Additional Information\*

The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within Montreal is CAD $85k – CAD $95k/year & benefits (see below).

The Role

Responsibilities:

• Implement, maintain, and support the Avaya on-prem telephony platform.
• Manage system upgrades for Communication Manager, System/Session Manager, and CMS.
• Monitor, manage, and troubleshoot voice traffic from carriers to the Avaya platform, including SBCs and external applications.
• Collaborate with external vendors and partners for system upgrades and troubleshooting.
• Administer and configure Call Routing (Vectors, VDNs, Skills) within Avaya.
• Interpret, build, and administer reports in the Avaya CMS.
• Troubleshoot complex issues end-to-end within the Avaya system in coordination with other teams.
• Support and configure Avaya Agent for Desktop softphone.
• Document processes and create customer-facing knowledge articles.
• Support additional systems such as call recording, virtual hold, and other integrations (nice-to-have).

Requirements:

• Extensive experience with Avaya Aura Communication Manager and related systems.
• Proven ability to manage system upgrades and configurations.
• Strong knowledge of SIP trunks, SBCs, and external telephony applications.
• Skilled in monitoring and troubleshooting voice traffic and system issues.
• Excellent problem-solving and diagnostic skills.
• Strong collaboration and communication skills to work effectively with vendors and internal teams.
• Nice-to-have: experience with call recording, call back assist/virtual hold, Citrix, and ServiceNow.

We offer:

• A multinational organization with 58 offices in 21 countries and the possibility to work abroad.
• 15 days (3 weeks) of paid annual leave plus an additional 10 days of personal leave (floating days and sick days).
• A comprehensive insurance plan including medical, dental, vision, life insurance, and long-term disability.
• Flexible hybrid policy.
• RRSP with employer’s contribution up to 4%.
• A higher education certification policy.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
• Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms.
• A truly diverse, fun-loving and global work culture.

SYNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.