About American Technology Services LLC

American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our “corporate knowledge” about our clients’ IT operations helps our clients perform at a higher level.

About the role

American Technology Services (ATS) is seeking two experienced Avaya Support Engineers to join our dedicated team providing telephony and contact center support for a prominent financial institution client in Evansville, Indiana. These engineers will be key resources in maintaining operational excellence through timely management and resolution of telephony support tickets, primarily focused on Avaya systems.

What you'll do

• Provide dedicated, on-site support handling Avaya system tickets related to user extensions, agent creation, call routing, headset troubleshooting, and audio issues.
• Work directly with end-users at branches and contact centers to resolve telephony runtime problems.
• Coordinate closely with client internal teams to ensure efficient ticket management and resolution within established SLAs (typically 3-4 hours).
• Maintain clear communication and ticket documentation, enabling seamless transition to subsequent teams responsible for additional configuration tasks.
• Receive direct training and mentorship from client’s senior Avaya support specialists.
• Support various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
• Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.

Qualifications

• Hands-on experience supporting Avaya telephony and contact center systems.
• Familiarity with Avaya agent setup, extension creation, troubleshooting audio/headset issues, and basic call routing configuration.
• Prior experience in a technical support or helpdesk environment focused on telephony or contact center operations.
• Strong interpersonal and communication skills, with a proven ability to provide clear guidance to users with varying levels of technical understanding.
• Experienced with Unified communications as a service (UCaaS) Managed/ Troubleshoot WebEx Meetings & Messaging within WebEx Control Hub (Monitoring Reports, User Management & Device Management)
• Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
• Monday – Friday: 8:00 AM to 7:00 PM Central Time (specific shifts within these hours may vary).