Voice Engineer (Avaya)

NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.

At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.

NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.

TeleChoice International Limited (TeleChoice) is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited (SGX-ST) on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.

Job Summary

We are seeking an experienced Avaya Voice Engineer to support, administer, maintain, and troubleshoot Avaya Unified Communications systems. The successful candidate will be responsible for managing Avaya Communication Manager (CM), System Manager (SMGR), Application Enablement Services (AES), and Avaya IP Office (IPO) platforms, ensuring high availability, optimal performance, and excellent customer support.

The role involves system implementation, upgrades, maintenance activities, incident resolution, and collaboration with customers, vendors, and internal technical teams.

Key Responsibilities

System Administration & Support

• Administer and maintain Avaya Communication Manager (CM), System Manager (SMGR), AES, and IP Office (IPO) platforms.
• Perform system configuration, provisioning, and troubleshooting for telephony services.
• Manage SIP, H.323, digital, and analog telephony environments.
• Configure and maintain users, extensions, hunt groups, vectors, VDNs, and ACD functionalities.
• Monitor system health, alarms, and performance metrics.
• Perform routine preventive maintenance and system audits.

Incident Management

• Investigate and resolve voice-related incidents and service requests.
• Analyze call processing issues, registration problems, and network-related voice issues.
• Perform root cause analysis (RCA) and prepare incident reports.
• Provide onsite and remote support during critical incidents.

System Upgrades & Maintenance

• Plan and execute software upgrades, patches, and firmware updates.
• Perform system backups, restores, and disaster recovery procedures.
• Support hardware replacements including servers, gateways, media modules, and system boards.
• Conduct system health checks and capacity reviews.

Integration & Applications

• Support AES integrations with third-party applications.
• Troubleshoot CTI, TSAPI, JTAPI, and DMCC connectivity issues.
• Support SIP trunking and integration with service providers.
• Coordinate with application vendors for voice recording, contact center, and CRM integrations.

Documentation & Reporting

• Maintain technical documentation, network diagrams, and system configurations.
• Develop Method of Procedures (MOP), Risk Assessment (RA), and implementation plans.
• Prepare maintenance reports, incident reports, and change management documentation.

Customer Support

• Provide technical consultation and recommendations to customers.
• Participate in UAT, system testing, and customer acceptance activities.
• Support after-hours maintenance and emergency activities when required.

Technical Skills & Experience

Mandatory Skills

• Strong hands-on experience with:
• Avaya Communication Manager (CM)
• Avaya System Manager (SMGR)
• Avaya Application Enablement Services (AES)
• Avaya IP Office (IPO)
• Experience with:
• Session Manager
• SIP Trunking
• Avaya Media Gateways (G450, G430, G650)
• Avaya Aura Architecture
• Avaya Call Recording Solutions
• SBC (Session Border Controller)
• Avaya IX Workplace
• Avaya Contact Center solutions
• Avaya CMS

• Knowledge of:
• TCP/IP Networking
• VLANs and QoS
• SIP and H.323 protocols
• Linux administration fundamentals
• VMware and virtualized Avaya environments