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Strong employer brand and metro location but niche voice/Avaya specialization limits broad applicant pool.
Voice platform, Avaya, and carrier SIP/TDM expertise create high domain-specificity and low cross-industry transferability.
Explicit Avaya, SIP/TDM, contact-center integration requirements and experience thresholds create strict filters.
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Lead design, implementation, and operational support for Synchrony’s enterprise Voice Infrastructure, specifically focused on Contact Center and Unified Communication platforms.
Provide strategic direction and maintain reliability and integrity of voice platform including third-party integrations like IVR, Call Recording, Automated Dialer, and CTI solutions.
Collaborate with Contact Center IT application teams, manage escalated voice/network issues, and mentor team members in a cross-functional global environment.
Bachelor’s degree with minimum 3 years technology experience OR High School Diploma/G.E.D. with minimum 6 years technology experience.
Expert-level knowledge of Avaya Aura Suite and Session Border Controllers required.
Strong knowledge of Contact Center integrations such as Call Recording, Workforce Management, complex voice routing, and CTI.
Availability to work flexible hours anchored to US Eastern Time zone (06:00 AM - 11:30 AM ET required availability).
Experienced in managing large-scale enterprise Voice Infrastructure with a focus on Contact Center solutions and integrations.
Demonstrated ability to provide technical leadership across multi-technology teams and collaborate with global IT and vendor stakeholders.
Proficient in troubleshooting complex voice and network issues involving SIP/TDM services and vendor carrier relationships.