Avaya and NICE Engineer (L1/L2 Support)

Horizon Industries Limited (Horizon) is a dynamic IT and Management Consulting firm based in the Washington, DC area. Founded in 1996, Horizon Industries Limited (Horizon) has evolved into a company of highly qualified professionals that provides full-cycle IT consulting and Management support in both the private and public sectors.

Horizon’s culture is based on our core values, and we PRIDE ourselves on a diverse, employee- and family-centric approach.

We are seeking a detail-oriented and proactive Avaya Engineer (L1/L2) to support day-to-day administration and operational activities across Avaya telephony and contact center environments. The role will primarily focus on provisioning and administration tasks including Avaya station builds, user configuration, NICE platform administration, and support for related communication technologies.

The ideal candidate will have hands-on experience with Avaya systems, strong troubleshooting skills, and the ability to manage routine administrative requests in a fast-paced enterprise environment.

• →Build, configure, and administer Avaya stations/endpoints
• →Perform MACD activities (Moves, Adds, Changes, Deletes) within Avaya environments
• →Administer and maintain NICE recording and workforce management integrations
• →Support user onboarding, extension provisioning, and telephony profile configuration
• →Configure hunt groups, vectors, skills, trunks, and routing updates as required
• →Provide L1/L2 operational support for Avaya voice infrastructure and contact center technologies
• →Monitor system performance and escalate complex issues to senior engineering teams when necessary
• →Maintain accurate documentation of system changes, configurations, and support activities
• →Support ticket queues and ensure timely resolution of incidents and service requests
• →Coordinate with telecom, network, security, and business teams for implementation activities
• →Assist with testing and validation during upgrades, migrations, or maintenance activities
• →Support additional voice and contact center products/tools as required

• Experience with Avaya Contact Center or Avaya Experience Platform
• Knowledge of SIP, VoIP, and telephony networking fundamentals
• Exposure to additional workforce optimization or call recording tools
• Avaya certifications are a plus

Horizon works at the forefront of new technologies and development practices and supports its employees in being trained and certified in the latest and greatest. As we continue to expand and grow the Horizon brand around the globe, we want to ensure that our team members are growing with us, as you are a vital part of our success story.  This is a great opportunity for us to invest in our employees by supporting them with the right skills and tools to be successful in their careers.  

You will find a career map with a focus on someone who wants to specialize in a technical track or a people management track.  We will provide you with a series of personal and professional development opportunities to ensure you have the support and tools necessary to grow and achieve your goals. This includes personal career coaching and mentoring opportunities, among other initiatives.