Avaya PBX Administrator/ Telecom Systems Administrator

Job Title: PBX Administrator Location: Philadelphia, PA Position Type: On-site

Position Summary
The PBX administrator is responsible for day-to-day administration, maintenance, and operational support of the airport s PBX and telephony environment. This role supports Avaya systems, media gateways, ACD, VoIP phones, POTS lines, analog devices, voicemail, call routing, and related phone infrastructure.

The PBX administrator ensures reliable voice communication services for airport departments, operations teams, and public safety systems. This position also coordinates with third-party maintenance providers, vendors, network teams, and internal stakeholders to resolve service issues, support telecom requests, and maintain stable telephony operations.

Key Responsibilities

1. Administer and maintain the Avaya PBX system, including call routing, extensions, voicemail, user profiles, and system configurations.
2. Support media gateways, Session Manager, VoIP phones, analog gateways, and related telephony hardware.
3. Manage ACD queues, workflows, agent configurations, call handling rules, and routing plans.
4. Troubleshoot telephony issues, including dropped calls, endpoint failures, configuration errors, voicemail issues, and routing problems.
5. Maintain POTS lines, analog gateways, fax lines, elevator phones, emergency phones, and other legacy telecom devices.
6. Perform routine system monitoring, patching, firmware upgrades, backups, and preventative maintenance.
7. Coordinate moves, adds, and changes for phone extensions, devices, voicemail, routing plans, and call flows.
8. Work with vendors and third-party maintenance providers to resolve service-impacting issues and implement new telephony features.
9. Maintain accurate documentation of call flows, system configurations, diagrams, inventories, wiring assignments, and change records.
10. Support VoIP integrations with network, systems, public safety, and application platforms as needed.
11. Coordinate with network teams on VLANs, QoS, PoE, and other network factors that affect VoIP performance.
12. Provide customer support to airport departments and operational users for telephony-related issues.
13. Perform other related duties as assigned.

Required Experience and Qualifications

• Three to seven years of experience managing Avaya PBX or similar enterprise telephony systems.
• Experience administering PBX systems, call routing, extensions, voicemail, ACD queues, and telephony configurations.
• Knowledge of PBX architecture, SIP, VoIP, analog telephony, media gateways, and ACD workflows.
• Experience supporting POTS lines, emergency phones, elevator phones, fax lines, analog gateways, and legacy telecom equipment.
• Familiarity with network fundamentals that impact VoIP performance, including VLANs, QoS, PoE, switching, and basic IP networking.
• Ability to troubleshoot telephony issues and perform moves, adds, and changes accurately and efficiently.
• Experience with Avaya Communication Manager, Avaya Session Manager, or similar enterprise telephony platforms preferred.
• Strong documentation, communication, customer support, vendor coordination, and problem-solving skills.
• Relevant Avaya certifications preferred.

Preferred Qualifications

• Avaya certification or equivalent telecom certification.
• Experience supporting airport, transportation, public-sector, government, or large enterprise telecom environments.
• Experience coordinating with third-party telecom maintenance providers.
• Knowledge of structured cabling, telecom rooms, voice infrastructure, and emergency communication systems.