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Build Your Career Get Ahead

Avaya Certification Guide: Overview and Career Paths

Avaya Certification Guide: Overview and Career Paths
Credit: MajestiX B/Shutterstock

IT professionals may know Avaya for its networking and unified communications products, but the company is also a significant player in both customer relationship management (CRM) integration and team engagement solutions. With its roots in AT&T and Lucent Technologies, Avaya has grown into a multi-billion-dollar corporation with customers around the world.

The Avaya Professional Credential Program emerged from the need for highly knowledgeable and skilled individuals who could sell and design solutions for customers, as well as deploy and maintain Avaya products and solutions.

A quick check of such popular job boards as SimplyHired and Indeed show more than 2,000 open positions seeking candidates with Avaya skills or credentials. These include systems engineer, network engineer, technical manager, infrastructure engineer and telephony specialist, as well as a number of sale specialist and account manager positions.

Avaya skills also demand healthy salaries. For example, Glassdoor reports an average annual salary of $111,000 for technical staff, where a technical manager can expect around $125,000. The typical Avaya sales engineer salary is about $100,200, in a range from $79,800 to upward of $132,000.

Avaya credentials these days are aligned with Avaya engagement solutions. That means they are designed for Avaya solutions that support customer and team engagement, as well as fabric networking and the cloud. Avaya credentials fall into one of two broad categories:

  • Sales and Design: This category is for Avaya associates and channel partners who sell or design solutions based on customer needs.
  • Services: This category is open to anyone who implements, administers, maintains and troubleshoots Avaya products and solutions. Think of the Services credentials as those geared primarily to IT professionals.

Note: Because Sales and Design credentials are available only to Avaya business partners and associates, we focus on the Services credentials in the remainder of this article.

Nearly all Avaya credentials are good for two years. To maintain a credential, you must meet recertification requirements before the credential expires, which typically means passing the current online test(s) or proctored exam(s).

Avaya uses both online tests and proctored exams. Online tests are delivered through the Avaya Learning Center; they are free for Sales credentials and cost $90 USD for Services credentials. Proctored exams for Services certifications cost $125 USD and are available through Pearson VUE.

Note: Just a heads-up that Avaya uses the term "credential" for certain designations and "certification" for others. The company also uses a few acronyms that span different sets of certifications. We try to stick with Avaya nomenclature as closely as possible, and point out acronym caveats where warranted.

The Services category has Professional Specialist credentials and Certified Specialist certifications. In case something isn't quite clear, all requirements and further details are spelled out in the Avaya Services Credential Guide.

Avaya Implementation Professional Specialist (AIPS) and the Avaya Support Professional Specialist (ASPS) candidates may take online tests through the Avaya Learning Center.

Table 1: List of Professional Specialist Credentials

Avaya Implementation Professional Specialist (AIPS) Credentials

Avaya Support Professional Specialist (ASPS) Credentials

Avaya IP Office Platform
Avaya Agile Communication Environment
Avaya Application Enablement Services
Avaya Aura Application Server 5300 R3
Avaya Aura Call Center Elite Multichannel

Avaya ANAV
Avaya Scopia Endpoints
Avaya Proactive Contact
Avaya one-X Speech

Avaya IP Office Deployed as a Branch
Avaya Hospitality Messaging Server 400
Avaya Modular Messaging for Microsoft Exchange
Avaya UC Soft Clients
Avaya Aura Presence Services
Avaya Aura Collaboration Environment

Avaya Message Networking
Avaya Call Management System
Avaya Control Manager
Avaya Workforce Management
Avaya Contact Center Select

The AIPS specialist credentials are considered basic to intermediate and recognize an individual's ability to install and implement Avaya products. Candidates must have at least two years of experience, with one year specifically implementing the Avaya product to which a credential pertains.

The senior-level ASPS credentials are more advanced and focus on installation, configuration, maintenance and so forth. The experience requirement increases to four years, with two years of hands-on experience with some particular Avaya product.

Avaya certifications include the Avaya Certified Integration/Implementation Specialist (ACIS) and the Avaya Certified Solution/Support Specialist (ACSS) certifications. The "I" in ACIS can stand for "Integration" or "Implementation," each with its own set of certifications. And the "S" in ACSS can stand for "Solution" or "Support," each with its own set of certifications.

Table 2: List of Certified Specialist Certifications

Avaya Certified Integration/Implementation Specialist (ACIS) Certifications

Avaya Certified Solution/Support Specialist (ACSS) Certifications

Avaya Certified Integration Specialist (ACIS)

Avaya Certified Solution Specialist (ACSS)

Avaya Midmarket Team Engagement Solutions
Avaya Enterprise Team Engagement Solutions
Avaya Fabric Networking Solutions

Avaya Midmarket Team Engagement Solutions
Avaya Enterprise Team Engagement Solutions
Avaya Fabric Networking Solutions

Avaya Certified Implementation Specialist (ACIS)

Avaya Certified Support Specialist (ACSS)

Avaya IP Office Platform
Avaya IP Office Contact Center
Avaya Aura Communication Manager and CM Messaging - Embedded
Avaya Aura Conferencing
Avaya Aura Messaging
Avaya Aura Session Manager and System Manager
Avaya CallPilot
Avaya Communication Server 1000 for Avaya Aura


Avaya Modular Messaging with Avaya Message Store
Avaya Scopia Solution
Avaya Session Border Controller Enterprise
Avaya Aura Call Center Elite
Avaya Aura Contact Center
Avaya Aura Experience Portal with Proactive Outreach
Avaya Contact Recording and Avaya Quality Monitoring
Avaya Interaction Center and Operational Analyst

 

ACIS certifications are basic to intermediate, requiring at least two years of experience with relevant technologies. One of those years must involve direct, hands-on work with some specific Avaya product. The ACIS-Integration certs focus on installation, as well as configuration, configuration validation, bootstrapping and troubleshooting. The ACIS-Implementation certs also focus on installation, but validation, testing and so on focus on the installation itself.

Senior-level ACSS certifications require a minimum of four years' experience, with two years in direct support of some particular Avaya product. These certs also fall into two camps (this time, Solution and Support), recognizing professionals who are highly knowledgeable of Avaya product architecture, such as components, features and functions.

The ACSS-Solution certs get into acceptance testing, call flows, product commissioning and registration, troubleshooting integration between products, and log analysis. The ACSS-Support certs delve into product installation, testing, validation, administration and troubleshooting, especially of advanced configurations.

Although Avaya offers some training, the company also works with a number of partners to deliver training for Avaya products and services, and credentials and certifications. (Training is recommended, but not required.) The Avaya Training catalog can be a bit unwieldly to navigate, so it might be easier to drill down through a specific credential or certification to find associated course titles.

Candidates who want to pursue one or more Avaya certifications but lack foundational knowledge of the technology upon which Avaya products are built are encouraged to contact WestNet Learning or The SIP School. In addition to courses, WestNet Learning offers a free Foundational Core Knowledge assessment tool that candidates can use to assess their current knowledge and areas in which they need to improve. The SIP School is well known for its Session Initiation Protocol (SIP) and Voice over IP (VoIP) training courses, as well as its own certification program. Both partners offer promotional pricing or discounts on training for Avaya credential/certification candidates.