Job Title: Unified Communications & Contact Center Engineer (Specialized in Avaya)
Location: Dubai, UAE
Job Type: Full-Time
Experience Level: Mid-Senior Level
Job Summary:
Trident MEA Technologies L.L.C. is seeking a highly skilled Senior Avaya Engineer with strong hands-on experience in Avaya Enterprise (Aura), IP Office, and Contact Center deployments.
The ideal candidate must have proven experience in end-to-end project implementation, migration, commissioning, and post-deployment support of enterprise-grade UC & CC solutions. This role requires strong technical ownership, troubleshooting expertise, and client-facing capabilities.
Key Responsibilities:
Avaya Enterprise Expertise (Mandatory):
Manage, deploy, maintain, and troubleshoot Avaya Enterprise UC systems, including but not limited to:
- Avaya Communication Manager (CM)
- Session Manager (SM)
- System Manager (SMGR)
- SBCE
- Media Gateways (G430, G450, etc.)
- AES
Hands-on experience in fresh installation, upgrades, migrations, patch management, SIP trunk configuration, PRI/E1 integration, and SBC-based deployments is required.
Contact Center Expertise (Mandatory):
Oversee and deploy Avaya Contact Center solutions, including:
- AACC
- CMS
- AAEP
- AES
- WFO (preferred)
Design and configure call flows, skill-based routing, reporting, real-time monitoring, and troubleshooting advanced Contact Center issues.
Experience in CRM integration and reporting optimization is an added advantage.
Avaya IP Office Expertise (Mandatory):
- End-to-end deployment of Avaya IP Office (Server Edition preferred)
- Voicemail Pro configuration
- SIP trunk integration and multi-site networking
- IPO upgrades and migration projects
- Integration with third-party systems
Project Deployment Responsibilities:
- Participate in requirement gathering and solution design
- Support preparation of HLD & LLD documents
- Perform installation, commissioning, and UAT
- Handle cutovers, migrations, and go-live activities
- Provide technical documentation and system handover
- Coordinate with internal teams and client IT teams
System Operations:
- Perform routine system health checks and preventive maintenance
- Manage BAU tasks and L2/L3 escalations
- Maintain backup and disaster recovery configurations
- Optimize system performance and ensure uptime
Cloud Solutions (Preferred):
Work with Avaya Cloud and hybrid environments, including:
- Avaya Cloud Office (ACO)
- Hybrid Aura deployments
- Microsoft Teams Direct Routing integration (advantage)
Networking & Infrastructure Knowledge:
- Strong understanding of SIP, RTP, QoS
- Basic knowledge of Network / Security / Firewall
- VMware deployment experience
- Active Directory integration
- Certificate management
Cross-Platform Skills:
Exposure to other UC & CC solutions such as Cisco, Genesys, or Microsoft Teams is preferred.
Travel and On-Call Support:
- Provide on-call support when required
- Available for onsite project deployments across UAE
- Flexible working hours during major implementations or cutovers
Preferred Qualifications:
- Avaya Certifications: ACIS / ACSS (Aura Core or Contact Center)
- Strong troubleshooting and analytical skills on Avaya UC & CC platforms
- Networking certifications (e.g., Cisco CCNA) are an added advantage
Experience Requirements:
- Minimum 5+ years hands-on experience in enterprise Avaya deployments (India or GCC).
- Proven experience in at least 3 full lifecycle project deployments
- Strong expertise in Session Manager, System Manager, AES, AACC, CMS (mandatory)
- Experience in enterprise-level implementations is required
Job Types: Full-time, Permanent
Pay: ₹200,000.00 - ₹300,000.00 per month
Application Question(s):
- Would you be open to relocating to Dubai, UAE, as this role requires the candidate to be based in Dubai?
