Planned Systems International

Avaya Contact Center Subject Matter Expert

Location US-MD-Bethesda
Posted Date 1 week ago(9/18/2023 11:00 AM)
Job ID


Napakiak is in search of a qualified Avaya Contact Center Subject Matter Expert (SME) to assist with the Operations and Maintenance ("O&M") services for mission-critical Voice Systems across multiple remote sites within the DC Metropolitan Area.


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.

Essential Functions and Job Responsibilities

In the role of Avaya Contact Center SME, this role is held by a highly-skilled professional capable of operation and administration of the Avaya Contact Center portfolio, including CMS, Call Center Elite, and WFO. The Call Center Specialist is mandated to maintain up-to-date certifications for Avaya contact center products. Their primary responsibility involves aiding the customer in the routine administration of these systems.

  • Conduct system administration for all telephony systems.
  • Perform MAC operations – relocation, additions, and modifications of stations and agent devices.
  • Support the customer in setting up and adjusting skills-based routing vectors.
  • Aid the customer in creating and generating customized reports.
  • Offer consultative guidance regarding industry best practices in contact center technology.
  • Implement system programming adjustments for agents and supervisors.
  • Assist the customer in utilizing Workforce Optimization for scheduling and management.
  • Participate in the management and administration of call recordings facilitated by WFO.
  • Evaluate routing and applications to ensure correct call handling.
  • Generate reports on system performance metrics.

Minimum Requirements

  • Minimum 10 years of experience with Avaya contact center or equivalent expertise.
  • Mandatory certifications in Avaya CC Elite, CMS, and Avaya WFO.
  • Essential Avaya CM Experience.
  • Experience with Aura Applications is necessary.
  • Exceptional communication proficiency in both verbal and written forms.
  • Ability to comfortably interact with customers and colleagues to effectively perform required job functions.
  • Ability to perform well under pressure, manage diverse work assignments simultaneously, prioritize tasks, and assume complete accountability for decisions.
  • Proficiency in analyzing information, delivering recommendations, and crafting reports and presentations.
  • Minimum certification for DoD 8570 / DoDI 8140 IAT-1 role is required (i.e. A+ CE, CCNA-Security, CND, Network+ CE, or SSCP).

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing, or by dialing 703-575-8400.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed