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** Customer Support Analyst**
Date: Dec 22, 2021 Location: Columbia, MD, US
Requisition ID: 31254 **ABOUT AVAYA**
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn . **ABOUT THE OPPORTUNITY**
As a member of a diverse team, the Customer Support Analyst supports end-user installations and migrations to Avaya Aura from Avaya CS1000 in a large-scale enterprise solution. Works with limited guidance on projects within the defined criteria. Provides solutions to a diverse range of moderately complex problems.
To be successful in this role you will need to manage time well and be a self-starting team player.
#LI-LD1
**ABOUT THE RESPONSIBILITIES**
* Provide software support for integrated Avaya Aura Communication solutions utilizing Communications Manager, Systems Manager, Session Manager, Voicemail in a SIP environment
* Programming, implementation, and professional services support on Avaya Aura Communication Manager.
* Expand Aura features including stations, trunking, ARS, AAR, UDP, CORs, COS, Hunt groups, coverage paths, VDNs, vectors, announcements, and all other associated system features
* Maintain integrity of resource tracking documents
* Provisioning of new phones, users, mailboxes, E911 utilizing the following: System Manager, Communication Manager, Session Manager, and IX Messaging
* Collaborates closely with other team members in a virtual work environment.
* Develop and contribute to process documentation
**ABOUT THE REQUIREMENTS**
**EXPERIENCE:**
* VOIP/SIP experience
* Experience in large scale Enterprise Solutions
* 3-6 years experience with Avaya Aura communications solutions
* CM core and station programming within the implementation of AVAYA Communication Manager, SMGR
* Ability to manage time well and meet multiple deadlines
* Excellent writing and communication skills
**SKILLS & COMPETENCIES:**
* MS Excel
* Nice to have- XML and/or VBScript
**Any hands-on experience with any of the following:**
* Avaya Contact Center Applications
* Avaya Session Manager
* Avaya SMGR
* Avaya IX Messaging
* Unified Communications Video Conferencing, Softphones, CS1000 and AACC
**ADDITIONAL INFORMATION:**
* Full time position with some opportunities to work flexibly and/or remotely.
**EDUCATION/QUALIFICATION:**
* Bachelors or related work experience
* Strong Avaya Communication Manger programming skills
* Proficiency in Microsoft Excel
* Ability to manage time well and meet multiple deadlines
**EXPERIENCE**
3 - 6 Years of Experience **EDUCATION**
Bachelor degree or equivalent experience in Computer Science or Electrical Engineering **FOOTER**
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at and applicable Privacy Statement relevant to this job posting accessible at For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information:
**Nearest Major Market:** Baltimore