Sr. Customer Experience Manager - TS/SCI Required with a Full Scope Poly - Onsite Fairfax

ABOUT THE OPPORTUNITY

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

This is not a union / represented role.

Must be a United States citizen holding Top Secret Clearance with full scope polygraph. This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area.

Please note the Avaya competencies that are required and be sure they are included on your resume before submission.

• Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new Avaya products to enhance their telecommunication posture.
• Monitor, manage, and maintain voice call flow traffic across more that 300 TDM-PRI / H.323 / SIP trunk groups connecting to Avaya products as well as other telecommunication platforms.
• Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR / ARS Analysis / Conversion tables and Route Patterns.
• Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of Avaya and non-Avaya servers.
• Manage dozens of non-person accounts in hundreds of Avaya and non-Avaya servers that perform automated functions for the customer.
• Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
• Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc.) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
• Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions.
• Train newer voice engineers on how to perform most of the tasks listed above.

ABOUT YOU

• Experience working with Avaya CM implementation and service-related work
• Experience working in the support field and direct customer interactions
• Strong technical knowledge and experience with Avaya’s product portfolio
• Technical working knowledge and experience with Communication Manager, Session and System Manager
• Technical working knowledge and experience with Session Initiation Protocol
• Knowledge and experience with Avaya’s Contact Center portfolio
• Strong personal computer and business solution software skills in application administration, design and architecture
• Strong analytical and problem-solving skills for design, coordination and testing of applications
• Leadership skills to guide and mentor the work of less experienced personal
• Good communication skills to communicate with customers, support personnel, and management
• Ability to work in a team environment
• High tolerance for stressful situations
• Bachelor’s degree or equivalent years of experience.
• Professional certification / s required
• Must also have at least 5 years of professional experience in the related field

COMPENSATION

The pay range for this opportunity is from $129,000 to $174,150 + performance related bonus + benefits.

This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance.

Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience