About the Role
To implement, support, and manage world-class Unified Communications (UC) and VOIP solutions for B2B customers. This role is critical in deploying and maintaining premise-based and cloud-based PBX systems, including Mitel, Microsoft Teams, and MyUC. The engineer will also be responsible for providing Mitel support to all North Cluster markets and managing all Mitel PBX deployments across the region.
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What You'll Do
Key Responsibilities:
- Implementation & Support:
- Configure, deploy, and maintain PBX systems such as Mitel, Microsoft Teams, and MyUC.
- Install and support premise-based and cloud-based UC and VOIP solutions tailored to customer requirements.
- Troubleshoot and resolve voice and communication system issues to ensure minimal disruption to customer operations.
- Optimize system configurations to enhance reliability and performance.
- Regional Mitel Support & Management:
- Provide technical support for all Mitel PBX systems across North Cluster markets, ensuring consistent service quality.
- Maintain an accurate inventory and documentation of all Mitel PBX deployments in the region.
- Proactively monitor and manage Mitel systems to ensure uptime and compliance with customer requirements.
- Act as the regional point of contact for Mitel-related escalations and system updates.
- Networking Integration:
- Collaborate with Networking & Security Engineers to ensure UC/VOIP solutions are seamlessly integrated into customer networks.
- Implement Quality of Service (QoS) settings and address bandwidth requirements for voice solutions.
- Ensure secure and optimized integration of voice systems within customer networks.
- Customer Service Excellence:
- Act as a technical point of contact during the installation and post-installation phases.
- Provide training and create technical documentation for customers, empowering their teams to manage UC solutions.
- Deliver prompt, professional, and effective support to resolve customer issues.
- Presales Support (as needed):
- Assist Sales and Pre-Sales teams with technical input on UC and VOIP solutions.
- Participate in site assessments and contribute to solution design to meet customer business needs.
- Continuous Improvement:
- Stay updated on emerging UC and VOIP technologies, Mitel advancements, and industry best practices.
- Recommend and implement improvements to enhance the efficiency and reliability of deployed systems.
Knowledge & Experience
Qualifications:
- Education: Bachelor's degree in Telecommunications, Information Technology, or a related field preferred.
- Certifications:
- Mitel certifications (e.g., MiVoice, MiCollab).
- Microsoft Teams Administrator Associate or higher.
- VOIP-related certifications (e.g., SIP School Certified Associate, Avaya certifications).
- Networking certifications such as CCNA or CompTIA Network+ (preferred).
- Minimum 3 years of experience in Unified Communications, VOIP, or similar roles.
- Expertise in configuring and maintaining Mitel PBX systems, with experience in regional support roles.
- Strong knowledge of SIP trunking, voice protocols, and QoS optimization.
- Proficient in tracking, managing, and maintaining a portfolio of deployed systems across multiple markets.
- Solid networking knowledge, including VLANs, firewalls, and security principles related to voice systems.
- Experience with multi-vendor environments and system integrations.
Attributes:
- Committed to delivering innovative and reliable solutions to meet customer and regional requirements.
- Proactive and eager to learn new technologies and enhance technical expertise.
- Strong organizational skills to manage regional Mitel deployments effectively.
- Excellent communication and interpersonal skills to build trust with customers and collaborate across teams and regions.
- Flexible and able to adapt to dynamic customer environments and regional demands.
This role is critical for delivering exceptional Unified Communications and VOIP solutions, ensuring seamless support for Mitel systems across the North Cluster, and contributing to the overall growth and efficiency of the B2B Implementation team.
