Senior Avaya/Cisco Communications System Programmer

2 weeks ago

Singapore TERRA SYSTEMS PTE. LTD. Full time
Roles & Responsibilities

The Role

We are seeking a highly experienced and certified Senior Communications Specialist (System Programmer) to take ownership of our large-scale Avaya and Cisco voice communication environment. In this pivotal role, you will be responsible for the design, implementation, maintenance, and optimization of our mission-critical call center and corporate IP telephony systems, ensuring maximum uptime, performance, and alignment with business objectives.

Key Responsibilities

  • Manage, administer, and provide advanced troubleshooting for our complex Avaya Aura/Call Center and Cisco Unified Communications Manager (CUCM)/UCCX environments.
  • Serve as the primary subject matter expert for all voice communication systems supporting a call center of 100+ seats and a corporate IP telephony network for 1000+ users.
  • Perform system upgrades, patches, and configuration changes during approved maintenance windows.
  • Monitor system performance, analyze trends, and proactively implement solutions to prevent issues and ensure service level agreements (SLAs) are met.
  • Collaborate with contact center leadership to design and implement call routing strategies (Vectoring, Scripting, IVR) that enhance customer experience and agent productivity.
  • Provide Tier 3 support and guidance to the IT operations team, resolving complex incidents and problems.
  • Develop and maintain comprehensive documentation for system architecture, configurations, and operational procedures.
  • Evaluate new communication technologies and make recommendations for continuous improvement.

Qualifications & Experience (Must-Haves)

  • Minimum of 5 years of hands-on, professional experience specifically managing and supporting large-scale enterprise Avaya and/or Cisco communication platforms.
  • Relevant professional certifications are mandatory (e.g., Avaya Certified Implementation Specialist (ACIS) / Avaya Certified Solutions Architect (ACSA) or Cisco Certified Network Professional Collaboration (CCNP Collaboration) / Cisco Certified DevNet Professional).
  • Proven experience in supporting a high-availability call center environment with at least 100 agent seats (experience with Avaya Aura Contact Center, Elite, or Cisco UCCE/Packaged CCE is essential).
  • Proven experience in managing a corporate IP telephony system supporting over 1000 end-users.
  • Deep technical knowledge of VoIP protocols (SIP, H.323, RTP), networking (QoS, VLANs), and session border controllers (SBCs).
  • Strong analytical and problem-solving skills with a proven track record of resolving complex technical issues.

What We Offer

  • A competitive salary and comprehensive benefits package.
  • The opportunity to work with and lead cutting-edge technology in a large-scale enterprise environment.
  • A challenging and impactful role with significant autonomy.
  • A professional and collaborative work culture that values innovation.
  • Opportunities for continuous learning and career development.

How to Apply

If you are a certified expert with the required large-scale experience, we want to hear from you. Please apply through MyCareerFuture or send your detailed resume, highlighting your relevant Avaya/Cisco experience and certifications, to

Tell employers what skills you have
Autonomy
Architect
CCNP
Avaya Aura
Career Development
VoIP protocols SIP
Routing
Service Level
Telephony
IT Operations
Avaya
IP
Unified Communications
System Architecture
Call Center

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