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BT Business • Snowhill, Birmingham, United Kingdom

Avaya Technical Design Authority / Support Engineer

Salary:  Competitive + Excellent Benefits
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Job Description

Why this job matters

As our Avaya Technical Design Authority / Support Engineer, you'll provide 2nd and 3rd line technical support and managed services to our UK government and commercial customers through the use of unified communications and collaboration technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication. The role requires a highly skilled technical leader who is innovative, engaging, driven individual who has a proven record of achievement and experience in leading teams who provide 2nd and 3rd line services to meet customer requirements.

You'll be leading a voice technical support team specialising in Voice who ensures our services are available for customers. This person works directly with the technology teams across BT and interfaces directly at BT Business management and senior customer operations level, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. You'll ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand. This role will contribute to the decision-making process for new and existing voice infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.

Please note - This role can be based in either Belfast, Birmingham or Hatfield

What you’ll be doing

1. Providing technical support for managed contracts which can include proactive patching i.e. vulnerability management
2. Delivering service to customers as per our contractual obligations on a product, Service Design or bespoke managed service wrap as agreed. This includes resolving incidents, service requests, changes and problems to time, cost, and quality
3. Adding technical value to customer escalation; managing and diffusing customer stakeholders through the creation and delivery of jeopardy plans to seek resolution
4. Work jointly with the Technical Services management team and wider MCS leadership team to deliver transformation program efficiencies and objectives
5. Building and maintaining key relationships with your customers, peers and wider business stakeholders such as Design, Portfolio and Client Services/Sales

Essential Skills

TroubleshootingEscalation ManagementIssue ResolutionNetwork SecurityIncident Management

What we would like to see on your CV

1. Experience in working with Avaya AACC and Elite
2. Experience in working with Core Avaya Aura; including Communication Manager, System Manager, Session Manager, AES/CTI Integration, Media Servers, Media Gateways
3. Comprehensive understanding of resiliency and redundancy
4. Experience of working across the service lifecycle, supporting bids as a subject matter expert
5. The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years


At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Benefits of working for BT include:
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• x4 Salary Life Assurance
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.


Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.


Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom

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