Senior Avaya Contact Center Engineer

Job Title: Senior Avaya Contact Center Engineer

Location: Jersey City, NJ / Charlotte, NC / Jacksonville, FL

Duration: Contract - 11 months

Pay Range: $73.67/hr (W2)

Job ID: 407174

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Senior VoIP / Contact Center Engineer (Avaya) to join our dynamic team within the Real-Time Collaboration Contact Center Engineering organization. The ideal candidate will have strong experience in Avaya Contact Center and Voice platforms and a proven ability to engineer, implement, and support large-scale, high-availability contact center solutions that meet near-zero downtime objectives. This role requires onsite presence and an ASAP start.

Responsibilities:

• Lead implementation and configuration of Avaya Contact Center solutions per approved designs.


• Partner with program delivery teams to define timelines, milestones, and execution plans.


• Support business initiatives and ensure alignment with enterprise architecture standards.


• Provide structured status updates and risk articulation to senior leadership.


• Develop and maintain engineering documentation including build guides, configuration standards, BOMs, cost estimates, and infrastructure placement requests.


• Deliver L3/L4 engineering support for complex, integrated voice environments.


• Create and maintain installation, configuration, and operational procedures for Avaya platforms.


• Participate in cross-functional design and troubleshooting with voice, network, and application teams.

Required Skills & Qualifications:

• Avaya Voice / Contact Center platforms: Avaya Communication Manager (ACM), Session Manager, System Manager, AES, CMS, Media Servers.


• Call center engineering with ACD/PBX programming, IVR, vectors, adjunct routing, and call flows.


• VoIP and networking: SIP, RTP/RTCP, H.323; QoS configuration, jitter analysis, bandwidth optimization; LAN/WAN fundamentals.


• Infrastructure and integration: SBCs, SIP trunking, ISDN/PRI, CTI integrations in multi-layered enterprise environments.


• Documentation and communication using Visio and PowerPoint with executive-ready deliverables.


• Strong program delivery skills including timeline creation, dependency management, and execution tracking.


• Effective communication with senior leadership and technical teams; strong analytical and troubleshooting ability.


• Experience working across globally distributed teams.


• Experience level: 8+ years in Contact Center/VoIP engineering; 7+ years hands-on with enterprise voice solutions; Bachelor's degree in Telecommunications, Computer Science, or related field, or equivalent experience.

Preferred Skills:

• Certificate lifecycle management with platforms such as Venafi.


• License management across the Avaya Aura stack including tracking, compliance, optimization, and vendor coordination for entitlements and renewals.


• Exposure to Intrado E911 solutions and familiarity with NICE call recording platforms.


• Knowledge of TCP/IP deep-dive troubleshooting.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.


• Opportunities for growth with global clients.


• A supportive, inclusive culture that values innovation and people.


• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume. This role is onsite and seeks an ASAP start. A Glider assessment may be required.