Date: Aug 14, 2019

Location: AUSTIN, TX, US, 787593543

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.


Job Summary

Set strategic direction for systems, telecommunications, user services and vendor development efforts.  Defines the direction for the organization, standards, and tests systems and hardware to ensure interoperability and validates features and functions.  Configures systems to user environments. Supports acquisition and implementation of hardware and software as well as subcontractor services. Regarded as a subject matter expert and may act as a technical project leader or provide work leadership for lower level employees. Excludes those with full supervisory responsibilities. 

Applies advanced engineering and principles, theories, concepts and technologies to solve unusually complex problems and issues.  Leads the development, evaluation and implementation of new and innovative principles, processes and applications.  Exercises considerable latitude in decision-making under limited consultative direction toward predetermined long-range targets.  Analyzes complex voice and call center systems and/or customer network environment, including planning, designing, evaluating, selecting operating systems and protocol suites and configuring communication media with concentrators, bridges and other devices. Resolves difficult interoperability problems to obtain operation across all platforms.  Configures systems to user environments. Supports acquisition and implementation of hardware and software as well as subcontractor services. Regarded as subject matter expert applied research, development, and design of new products.  Acts as primary consultant to leadership detailing the technical requirements and specifications necessary to obtain solutions.  May act as a technical project leader or provide work leadership for lower level employees. Excludes those with full supervisory responsibilities.  Requires limited direction and guidance with most tasks.  Provide IP Telephony and data support for the CenturyLink CUSTOMERS’ contracts. Includes data and voice infrastructure design, installation and maintenance for new and current installations.

Job Description

Provide engineering design and configuration for systems in line with CUSTOMER'S goals and requirements
•    Lead complex projects
•    Evaluate new technical requirements for compatibility with deployed system design
•    Evaluate new products for compatibility and applicability to the CUSTOMER'S enterprise
•    Maintain current knowledge base regarding complex routing, switching, wireless, security and voice design and configuration for Avaya and Hosted Unified Communications
•    Provide high-level technical & engineering support for voice/data/data center/wireless/security database configurations, troubleshooting, and service restoration
•    Troubleshoot and resolve complex issues and make recommendations in workflow, process and system design changes
•    Provide high-level off-hours support on a rotating basis with other on-site engineers
•    Develop and oversee subordinate level technical methods, procedures, and assist with complex technical solution designs. Develop & document process flows.
•    Monitor and analyze performance across the organization's Voice Network  
•    Identify capacity and performance issues for communications traffic to ensure continued, uninterrupted operation of communications systems.
•    Conduct testing of disaster recovery plans as it pertains to communication equipment to detect faults and minimize malfunctions.
•    Maintain network monitoring applications, equipment and utilities as needed.
•    Create and maintain network documentation and reports as required
•    Act as liaison between CUSTOMER'S and other network vendors (e.g. Cisco, Juniper & Avaya) on high-level support issues.
•    Provide direct interface with other CenturyLink departments in support of the CUSTOMER'S network


•    Avaya Voice / VOIP / SIP / ANALOG
•    Expert at Avaya CMS (Call Management System) and other call center configurations, programming, and management / CISCO Unified Contact Center Express
•    Minimum 8 years of experience in related voice and call center administration work.
•    Strong Avaya experience
•    TDM, IP-PBX, and VM/UM integration
•    PRI, Digital, Analog, VOIP, IP Telephony, POE, H323, SIP (station and trunking)
•    Ability to design, administer, troubleshoot, and support dial-plans and call flows/vectors
•    Administer and provide break/fix support (including working with clients, vendors, and partner teams in person and over the phone) for sophisticated telephony and collaboration environments
•    Engineering and supporting legacy Avaya PBX solutions (PRI, Analog, Digital)
•    Engineering and supporting IP Avaya PBX solutions (VOIP, SIP (station and trunking), H323)


Alternate Location: US-Texas-Austin

Requisition #: 212471

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.

Job Segment: Operations Manager, Telecom, Telecommunications, Engineer, Operations, Technology, Engineering

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