Telecom Voice Engineer - L3 -Avaya
HTC Global Services, Brooklyn, NY, United States
Senior Telecom Voice Engineer – Avaya / SBC / SIP
Keep enterprise voice services running at their best.
If you are the kind of telecom engineer who enjoys solving the hard problems others cannot, this role gives you the chance to be the senior technical point person for a complex enterprise voice environment. This position is ideal for someone who can work onsite in Brooklyn, NY with the existing team that has deep hands-on experience with Avaya, SIP, SBCs, carrier connectivity, and voice infrastructure troubleshooting in a production setting.
You will play a key role in maintaining and improving critical telecom services across voice, unified communications, circuits, routing, and vendor operations. This is a strong fit for someone who likes a mix of advanced troubleshooting, telecom infrastructure ownership, operational leadership, and mentoring, and who can step in confidently during high-impact incidents.
What You’ll Do Lead advanced voice and telecom troubleshooting
Serve as the senior L2/L3 escalation point for complex telecom and voice incidents, with a strong focus on Avaya environments
Troubleshoot and resolve issues related to SIP failures, PRI issues, PSTN connectivity, QoS degradation, MPLS/SD-WAN outages, and UC service interruptions
Perform deep-dive diagnostics using Avaya CM traces, SM logs, CDRs, SIP ladder traces, and provider diagnostics
Support day-to-day issue resolution for complex voice and unified communications environments
Own core telecom and voice infrastructure
Manage enterprise telecom platforms and services including:
Avaya voice platforms
SIP trunks and SBCs
PRI / ISDN / E1 connectivity
Voice gateways
MPLS, SD-WAN, DIA, and WAN-related voice dependencies
Unified communications platforms such as Teams Direct Routing
Oversee DID allocation, number management, and porting activities
Partner with carriers and vendors
Act as a key point of contact for telecom vendors, carriers, and ISPs
Drive escalations, fault isolation, service restoration, SLA discussions, and root cause follow-up
Coordinate link testing, carrier troubleshooting, and circuit commissioning or upgrades
Ensure vendors meet service expectations and deliver timely RCA documentation
Improve capacity, performance, and service reliability
Assess telecom capacity across SIP channels, PRI usage, WAN bandwidth, and QoS policies
Review traffic patterns, call flows, and CDRs to identify congestion risks and routing issues
Recommend infrastructure changes, upgrades, and optimizations based on usage and performance trends
Lead change activity and telecom projects
Support and lead telecom change efforts such as:
Avaya upgrades and patching
SIP trunk onboarding
Circuit migrations and upgrades
Voice gateway and SBC changes
Dial plan updates
UC platform integrations
Review and validate RFCs, risk assessments, implementation steps, and rollback plans
Support governance, compliance, and security
Help maintain standards for dial plans, numbering, QoS, and SBC security
Support compliance with requirements related to FCC, E911, emergency calling, and telecom governance
Assist with fraud prevention, toll-bypass controls, and SIP security hardening
Maintain documentation and lifecycle planning
Keep telecom documentation current, including topology diagrams, inventories, dial plans, SOPs, and vendor records
Track renewals, service expiration dates, end-of-life risks, and optimization opportunities
Help manage telecom asset lifecycle planning and capacity thresholds
Mentor and support the broader team
Guide junior telecom, voice, and network support staff on troubleshooting and best practices
Contribute to SOPs, training materials, and knowledge base content
Participate in roadmap discussions and recommend improvements for future telecom evolution
What You Bring Required experience
10+ years of experience in telecom operations, voice engineering, or unified communications support
At least 3+ years in a senior escalation, L3, or lead telecom support role
Strong hands-on experience supporting enterprise Avaya voice environments in production
Proven experience troubleshooting complex telecom incidents across voice, circuits, carriers, and unified communications
Required technical skills
Strong knowledge of telecom protocols and concepts such as:
SIP
RTP
PRI / ISDN
PSTN
DID
QSIG
SS7
Hands-on experience with:
Avaya platforms
SBC platforms
Voice gateways such as Avaya, AudioCodes, or Ribbon
Teams Direct Routing or similar UC technologies
Strong understanding of WAN and voice-related networking, including:
MPLS
SD-WAN
VPN
DIA
QoS / CoS
VLANs
DSCP
NAT traversal
Ability to analyze SIP traces, CDR logs, signaling flows, and ladder diagrams
Strong fault isolation skills for voice quality issues such as jitter, latency, and packet loss
Familiarity with telecom billing, usage tracking, and cost management
Basic understanding of MDF/IDF environments, color codes, and physical voice
etwork cabling
Familiarity with Nortel Bix block, 66 block, and 110 block punch-down
Knowledge of RightFax over SIP environments
Ability to lift 50+ lbs. when needed
Preferred certifications
AudioCodes or Ribbon SBC certifications
Avaya and/or Teams certifications
ITIL v4 Foundation
Telecom compliance or auditing certifications are a plus
What Will Make You Successful
Strong ownership and accountability in a high-visibility support environment
Calm, confident communication during critical incidents and bridge calls
Excellent troubleshooting and root cause analysis skills
Strong vendor coordination and SLA management ability
Ability to balance hands-on support work with documentation, process improvement, and mentoring
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.
#LI-Onsite #LI-SB1
Keep enterprise voice services running at their best.
If you are the kind of telecom engineer who enjoys solving the hard problems others cannot, this role gives you the chance to be the senior technical point person for a complex enterprise voice environment. This position is ideal for someone who can work onsite in Brooklyn, NY with the existing team that has deep hands-on experience with Avaya, SIP, SBCs, carrier connectivity, and voice infrastructure troubleshooting in a production setting.
You will play a key role in maintaining and improving critical telecom services across voice, unified communications, circuits, routing, and vendor operations. This is a strong fit for someone who likes a mix of advanced troubleshooting, telecom infrastructure ownership, operational leadership, and mentoring, and who can step in confidently during high-impact incidents.
What You’ll Do Lead advanced voice and telecom troubleshooting
Serve as the senior L2/L3 escalation point for complex telecom and voice incidents, with a strong focus on Avaya environments
Troubleshoot and resolve issues related to SIP failures, PRI issues, PSTN connectivity, QoS degradation, MPLS/SD-WAN outages, and UC service interruptions
Perform deep-dive diagnostics using Avaya CM traces, SM logs, CDRs, SIP ladder traces, and provider diagnostics
Support day-to-day issue resolution for complex voice and unified communications environments
Own core telecom and voice infrastructure
Manage enterprise telecom platforms and services including:
Avaya voice platforms
SIP trunks and SBCs
PRI / ISDN / E1 connectivity
Voice gateways
MPLS, SD-WAN, DIA, and WAN-related voice dependencies
Unified communications platforms such as Teams Direct Routing
Oversee DID allocation, number management, and porting activities
Partner with carriers and vendors
Act as a key point of contact for telecom vendors, carriers, and ISPs
Drive escalations, fault isolation, service restoration, SLA discussions, and root cause follow-up
Coordinate link testing, carrier troubleshooting, and circuit commissioning or upgrades
Ensure vendors meet service expectations and deliver timely RCA documentation
Improve capacity, performance, and service reliability
Assess telecom capacity across SIP channels, PRI usage, WAN bandwidth, and QoS policies
Review traffic patterns, call flows, and CDRs to identify congestion risks and routing issues
Recommend infrastructure changes, upgrades, and optimizations based on usage and performance trends
Lead change activity and telecom projects
Support and lead telecom change efforts such as:
Avaya upgrades and patching
SIP trunk onboarding
Circuit migrations and upgrades
Voice gateway and SBC changes
Dial plan updates
UC platform integrations
Review and validate RFCs, risk assessments, implementation steps, and rollback plans
Support governance, compliance, and security
Help maintain standards for dial plans, numbering, QoS, and SBC security
Support compliance with requirements related to FCC, E911, emergency calling, and telecom governance
Assist with fraud prevention, toll-bypass controls, and SIP security hardening
Maintain documentation and lifecycle planning
Keep telecom documentation current, including topology diagrams, inventories, dial plans, SOPs, and vendor records
Track renewals, service expiration dates, end-of-life risks, and optimization opportunities
Help manage telecom asset lifecycle planning and capacity thresholds
Mentor and support the broader team
Guide junior telecom, voice, and network support staff on troubleshooting and best practices
Contribute to SOPs, training materials, and knowledge base content
Participate in roadmap discussions and recommend improvements for future telecom evolution
What You Bring Required experience
10+ years of experience in telecom operations, voice engineering, or unified communications support
At least 3+ years in a senior escalation, L3, or lead telecom support role
Strong hands-on experience supporting enterprise Avaya voice environments in production
Proven experience troubleshooting complex telecom incidents across voice, circuits, carriers, and unified communications
Required technical skills
Strong knowledge of telecom protocols and concepts such as:
SIP
RTP
PRI / ISDN
PSTN
DID
QSIG
SS7
Hands-on experience with:
Avaya platforms
SBC platforms
Voice gateways such as Avaya, AudioCodes, or Ribbon
Teams Direct Routing or similar UC technologies
Strong understanding of WAN and voice-related networking, including:
MPLS
SD-WAN
VPN
DIA
QoS / CoS
VLANs
DSCP
NAT traversal
Ability to analyze SIP traces, CDR logs, signaling flows, and ladder diagrams
Strong fault isolation skills for voice quality issues such as jitter, latency, and packet loss
Familiarity with telecom billing, usage tracking, and cost management
Basic understanding of MDF/IDF environments, color codes, and physical voice
etwork cabling
Familiarity with Nortel Bix block, 66 block, and 110 block punch-down
Knowledge of RightFax over SIP environments
Ability to lift 50+ lbs. when needed
Preferred certifications
AudioCodes or Ribbon SBC certifications
Avaya and/or Teams certifications
ITIL v4 Foundation
Telecom compliance or auditing certifications are a plus
What Will Make You Successful
Strong ownership and accountability in a high-visibility support environment
Calm, confident communication during critical incidents and bridge calls
Excellent troubleshooting and root cause analysis skills
Strong vendor coordination and SLA management ability
Ability to balance hands-on support work with documentation, process improvement, and mentoring
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.
#LI-Onsite #LI-SB1