Job Description

• Location : San Antonio, TX
• Hybrid
• Duration : 12 month contract
• Role : Voice Administrator
• Salary : Negotiable around $35-$38


What are the top three technical skills we are looking for? 

• Avaya administration to include Moves, Adds, and Changes and incident resolution
• Carrier circuit administration to include troubleshooting, ordering, and billing
• Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager


What projects/day-to-day work will the candidate be working? 

• Will assist in the administration of the Avaya phone system


Preferred qualifications:

• Extensive Avaya administration experience
• Carrier circuit experience (Avaya, Spectrum, Verizon, etc)
• Interview with manager then with 2 individuals from team 


Job Description: 

Avaya Telephone System Moves, Adds, and Changes (MACs):
• Process user and phone setup changes in the Avaya system to include extensions, voicemail, call routing – coordinating with internal customers for scheduling and implementation 
• Track and prioritize multiple tasks, completing 30+ requests daily 
• With minimal direction support Avaya AAFD users using Avaya System Manager


Incident Management & Troubleshooting:

• Investigate and resolve issues related to Avaya phone systems to include call quality, connectivity, and feature-related problems
• Escalate complex issues to higher-tier support if needed
• Maintain accurate and detailed ticket updates in ServiceNow
• Proactive Task & Queue Management:
• Take initiative in managing and keeping the task queue clean 
• Ensure tasks are addressed and closed quickly while maintaining quality 
• Verify that issues are fully resolved to prevent repeat tickets 
• Continuously monitor ticket backlog and work proactively to reduce open requests


Technical Skills & Tools:

• Strong knowledge of Avaya telephony systems and day-to-day ticket handling 
• Proficient in Microsoft Excel, including pivot tables and lookup tables 
• Experience documenting and tracking work in ServiceNow or similar ticketing systems 
• Basic knowledge of Microsoft Teams Calling is a plus

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