Senior Technical Support Engineer - Contact Center
About the Role
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.
Key Responsibilities
- Collaborate with internal teams and clients to understand requirements and objectives.
- Drive continuous improvement in quality, delivery velocity, and best practices.
- Contribute to technical design, architectural decisions, and project documentation.
Requirements
- Demonstrated experience in a relevant technical or consulting role.
- Strong problem-solving skills and attention to detail.
- Excellent communication and stakeholder management abilities.
Application Screening Questions
Screening QuestionsTo ensure a strong mutual fit, you will be asked to answer the following questions and upload your resume when submitting your application:
Are you legally authorized to work in Australia?*
Applicant must respond: Yes or No
Do you currently hold a valid Australian Government NV1 security clearance?*
Applicant must respond: Yes or No
How many years of hands-on experience do you have in Unified Communications (UC) and Contact Centre Engineering?*
Applicant must respond: Yes or No
How many years of experience do you have working with Avaya Aura?*
Applicant must respond: Yes or No
Are you currently based in Canberra or willing to relocate?*
Applicant must respond: Yes or No
Required Skills & Technologies
Or send your resume directly to careers@visglobal.com.au