Avaya Communications Manager (CM) Technician

Based in Washington D.C. Metro area, Pivot Path Solutions, LLC is a government contracting and management consulting firm that offers enterprise IT solutions, strategic planning, organizational development, and business transformation services to help customers adapt and thrive in changing market conditions. We bring passion, sincerity and integrity to every product and service we provide for our customers. Pivot Path Solutions is currently seeking a highly-skilled Avaya Communications Manager (CM) Technician to assist with the Operations and Maintenance ("O&M") services for mission-critical Voice Systems across multiple remote sites within the DC Metropolitan Area.

Background: 

The Voice Systems encompass an Avaya Aura Communications Manager ("Avaya CM") solution that spans multiple buildings. This solution is linked to the Public Switched Telephone Network ("PSTN") through 34 Primary Rate Interfaces (PRI). The on-site Avaya CM Voice System also plays a pivotal role, facilitating nationwide appointment scheduling and status update communications. Another integral component is the Forum-III conference bridge system, housed to support seamless conference calls.

Currently operating on Avaya CM 7.x, the Voice Systems are slated for an upgrade to the latest approved version. The selected candidate will be responsible for the ongoing support of the existing Voice Systems while simultaneously supporting technical refresh tasks such as installation, testing, fortification, security implementation, migration to new platforms or components, and the overall maintenance of the complete Voice Systems to ensure operational efficiency and compliance with RMF (Risk Management Framework) Authority to Operate (ATO) standards.

Responsibilities: 

As a skilled field technician primarily responsible for performing adds, moves, and changes on Avaya UC-solutions, but may also be asked to provide support in the field for resolving problems under the direction of the Lead Engineer as applicable. Will also assist in managing the spares inventory and maintaining wiring closets.

• Moves, Adds and Changes.
• Perform basic UC-related system programming functions
• Install, modify, or relocate telephones.
• System Operation.
• Assist the Lead Engineer with providing Tier I and II triage functions such as repair and restore functions in the event of component failure or system outage
• Replace defective telephone sets.

Minimum Requirements:

• At least 5 years of practical experience with Avaya UC solutions.
• Outstanding communication abilities encompassing both verbal and written forms.
• Aptitude for comfortable engagement with customers and colleagues to effectively fulfill job requirements.
• Capability to operate effectively under pressure, juggle diverse assignments, prioritize tasks, and assume full accountability for decisions.
• Required certification: Avaya CM.
• Preferred certification: Avaya Contact Center.
• Essential Avaya CM Experience.
• Experience with Aura Applications is a necessity.
• Possession of ACIS (Avaya Certified Implementation Specialist) certification.
• Additional credentials of AIPS (Avaya Implementation Professional Specialist), ASPS (Avaya Support Professional Specialist), ACSS (Avaya Certified Support Specialist), and ACSE (Avaya Certified Solution Expert) are advantageous.
• Minimum certification for DoD 8570 / DoDI 8140 IAT-1 role is required (i.e. A+ CE, CCNA-Security, CND, Network+ CE, or SSCP).

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to remain in a stationary position 75% of the time.
• Occasionally moves about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Expresses or exchanges ideas by means of the spoken word.  Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
• Frequently moves standard office equipment up to 25 pounds.
• Must be able to work indoor conditions 90% of the time.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Travel 

Travel is primarily local during the business day, although some out of the area travel and overnight may be expected.

Security Clearance

Must possess or be able to obtain/maintain a Secret clearance.

What We Offer

Pivot Path Solutions strives to attract, motivate, and retain the best people in the industry. Our benefits package reflects our continued commitment to our employees by prioritizing the health and well-being of each member. These benefits include:

• Medical Health Insurance
• Dental
• Vision
• 401(K)
• Life Insurance
• Short Term and Long Term Disability 
• Education Reimbursement 

U.S Citizenship or U.S. Permanent Residence is required for this specific opportunity and all selected applicants will be subject to a government security investigation. This includes but not limited to; meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to; criminal history, employment verification, education verification, drug testing, and creditworthiness.

Pivot Path Solutions, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.