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October 28, 2025 | Comments Off on UC Support Engineer (Avaya IP Office/Unified Communications)
Powering Global Conversations Through Technology. Our client, Aura Alliance, Ltd., is
a London-based managed services leader transforming the way businesses communicate. With a strong focus on technology solutions, business transformation, and professional services, they partner with global enterprises to deliver reliable, secure, and innovative unified communication systems. Their modern, people-first culture empowers professionals to thrive, innovate, and redefine global connectivity.
Job Description As a
UC Support Engineer, you'll provide remote technical support, diagnostics, and administration for Avaya IP Office and other unified communication systems. You'll ensure seamless operations, manage escalations, and deliver outstanding customer experiences while collaborating with global teams to drive innovation and reliability in telecom services.
Job Overview Employment type: Full-time
Shift: Night shift, Monday to Friday (7 a.m. - 4 p.m. EST / 7 p.m. - 4 a.m. PHT), Weekends Off
Work setup: Permanent WFH
Exciting Perks Await!
Day 1 HMO coverage with free dependent
Competitive Salary Package
Night differential pay to maximize your earnings
Permanent WFH arrangement
Fixed weekends off
Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months company tenure.)
Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
Unlimited opportunities for employee referral incentives across the organization
Standard government and Emapta benefits
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
Diverse and supportive work environment
The Qualifications We Seek Desired Skills
3-5 years of experience supporting Avaya IP Office and/or Avaya Aura environments
Knowledge of SIP, VoIP, and telephony concepts including call routing, dial plans, and trunks
Hands-on experience with Avaya tools such as IP Office Manager, Web Manager, Voicemail Pro, or System Status Application
Understanding of SBCs, SIP trunking, and networking fundamentals (LAN/WAN, VLAN, QoS)
Familiarity with Microsoft Teams Voice, Direct Routing, or Operator Connect is a plus
Experience in an MSP, telecom, or UC support environment preferred
Proficiency in Microsoft Office 365 and ticketing/CRM platforms (e.g., HubSpot, ConnectWise, or similar)
Avaya or related vendor certifications (ACIS/ACSS) highly advantageous
Personal Attributes
Strong ability to take ownership of tasks and drive them to completion
Exceptional communication and interpersonal skills, with the ability to collaborate across diverse teams and customer levels
Strong organizational and time-management skills, able to multitask in a fast-paced environment
Customer-focused mindset with a proactive approach to solving problems
A proactive and detail-oriented individual with exceptional project coordination skills
Self-motivated, adaptable, and able to thrive in a fast-paced environment
A customer-first mindset with the ability to identify and address client needs effectively
Your Daily Tasks
Build and maintain strong, productive relationships with customers and partners to ensure satisfaction and retention
Provide Tier 1 and Tier 2 technical support for Avaya IP Office and related Avaya solutions (Aura, CM, Session Manager, Communication Manager, Voicemail Pro, etc.)
Perform remote diagnostics, troubleshooting, and resolution of system faults, alarms, and configuration issues
Support customer onboarding and implementation activities in coordination with Aura engineers and partners
Handle escalations efficiently and work with senior engineers to resolve complex issues
Maintain and update customer configurations, documentation, and service records in CRM and ticketing systems
Monitor and manage system alerts, ensuring proactive identification of issues before customer impact
Assist with moves, adds, and changes (MACDs) on customer systems
Coordinate with third-party vendors or carriers as required for incident resolution
Maintain awareness of system updates, patches, and version compatibility to ensure best practice support
Participate in internal knowledge sharing and contribute to continuous improvement of support processes
Welcome to Emapta Philippines! Join a team that values camaraderie, excellence, and growth. Recognized as
one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the
#EmaptaEra!