Contact Centre Engineer - Technical support

Technical Support Senior Engineer (DTE)

Location: Onsite – Canberra ,Australia

Security Clearance: NV1 (must hold a valid clearance)

Experience: 4+ years in Tier 2/3 Unified Communications (UC) and Contact Centre Engineering

Company Description

VIS Global Pty Ltd is a leading provider of enterprise communication and customer experience management solutions, serving organizations across diverse industry sectors. The company specializes in state-of-the-art communications technologies, including enterprise voice, unified communications, data networking, and video solutions. VIS Global’s team offers end-to-end services, from consulting and solution design to implementation, training, and ongoing support. Applicants can expect to work in an environment focused on innovation, technical excellence, and enhancing customer experience for enterprise clients

About the Role

We are seeking an experienced Technical Support Senior Engineer (DTE) with strong expertise in Avaya Unified Communications, telephony infrastructure, and contact centre technologies. The successful candidate will provide onsite technical support, troubleshoot complex UC and contact centre issues, and maintain the reliability, performance, and availability of enterprise telephony systems.

The ideal candidate will have hands-on experience with the Avaya Aura platform, Avaya Contact Centre solutions, Session Border Controllers, SIP/H.323 protocols, and virtualised infrastructure.

Key Responsibilities

Provide onsite Level 2 and Level 3 technical support for enterprise Unified Communications (UC), telephony, and contact centre environments.

• Install, configure, administer, maintain, and troubleshoot the Avaya Aura platform, including Communication Manager (CM), Session Manager (SM), System Manager (SMGR), and Avaya Aura Media Server (AAMS).
• Support and maintain Avaya Application Enablement Services (AES/AAEP), CMS, and Avaya Call Centre Elite environments.
• Configure, monitor, and troubleshoot Avaya Session Border Controller for Enterprise (ASBCE) and associated SIP trunking services.
• Diagnose and resolve complex voice, call routing, call quality, registration, connectivity, and interoperability issues involving SIP and H.323 protocols.
• Perform end-to-end VoIP troubleshooting using logs, traces, packet captures, and diagnostic tools to identify root causes and implement corrective actions.
• Support Linux-based systems and VMware virtualisation environments underpinning UC and contact centre platforms.
• Monitor system performance, availability, capacity, and service health to minimise operational disruptions.
• Manage incidents, service requests, problem investigations, and change activities in accordance with established IT service management processes.
• Conduct root cause analysis for recurring incidents and implement preventive measures to improve service reliability.
• Maintain technical documentation, system configurations, operational procedures, and incident records.
• Collaborate with infrastructure, network, security, and service delivery teams to resolve complex technical issues.
• Follow applicable security policies, change management procedures, and operational requirements associated with classified environments.

Required Skills and Experience

• Minimum 4 years of hands-on experience in Tier 2/3 Unified Communications and Contact Centre Engineering.
• Strong technical knowledge of the Avaya Aura ecosystem, including CM, SM, SMGR, AAMS, AAEP/AES, CMS, and Contact Centre Elite.
• Practical experience with Avaya SBC (ASBCE), SIP trunking, SIP/H.323 signalling, and enterprise VoIP troubleshooting.
• Experience supporting Linux operating systems and VMware virtualisation platforms.
• Strong analytical, troubleshooting, incident management, and root cause analysis skills.
• Excellent communication skills and the ability to work independently in an onsite support environment.
• Current NV1 security clearance is required.

Desirable Certifications

• Avaya Certified Support Specialist (ACSS).
• Avaya Certified Implementation Specialist (ACIS).
• Equivalent recognised telephony, Unified Communications, or enterprise voice certifications.