Unified Communications Field Engineer

Supporting Watchkeeps service communication and collaboration platform, the Unified Communications (UC) Field Engineer is responsible for the technical expertise and support for the installation, configuration, maintenance, and troubleshooting of our UCaaS solutions. The UC Field Engineer will ensure the system is configured and optimized to meet the needs of the business and its users. This includes assisting with all engineering projects for VoIP initiatives, configuring and optimizing all telephone systems and services, both internally and those integrated with Internet-based services. You may also be required to troubleshoot LAN and WAN hardware systems and respond to customer inquiries. This is an 8-5 position (some overtime required on occasion) with greater than 50% field work at customer locations.

Duties and Responsibilities

• Installation, configuration and training of unified communication solutions, including phone provisioning, VoIP phone systems, video conferencing systems, instant messaging and presence, and other communication tools.
• Responsible for configuring the system to meet the specific needs of the business and its users. This may involve configuring call routing, voicemail, and other features to ensure that the system is easy to use and meets the needs of the customer.
• Validating customers infrastructure readiness including meeting with IT managers, analyzing existing IP and PBX communication servers, and completing site surveys.
• Collaborate with network engineers or administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.
• Support VoIP infrastructure and its associated software, including IP-PBXs, Edgemarc, call management systems, voice mail, and interactive voice response.
• Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications.
• Remain current on new transport protocols, products, and standards in support of VoIP systems development and equipment procurement.

• This position is 8am-5pm, with overtime required at times. Overtime must be approved by a manager on the day it is required.

• Obtain and maintain relevant technical certifications. This may require off hours time for study and preparation.

• Able to prioritize and execute tasks in a high-pressure environment.
• Working technical knowledge of VoIP/IP telephony systems, software, and hardware, including voicemail systems, boarder control session devices, switches, routers, call handler devices and handsets
• Knowledge of unified communication and collaboration tools such as messaging, web conferencing, audio conferencing, and presence.
• Familiarity with WAN and LAN systems, VLANS, and network topologies such as Frame Relay, ATM, ISDN, etc.

• Excellent troubleshooting skills and understanding VoIP QoS issues and mitigation strategies.
• Experience VoIP technologies, such as SIP and RTP, as well as video conferencing technologies, such as WebRTC and H.323

• Contact Center Experience a plus
• Knowledge of cabling and wiring systems, design, and installation
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities

• Experience working in a team-oriented, collaborative environment.

• Professional appearance and presentation, in line with handbook standards
• Cisco, Avaya, Microsoft, CompTIA certifications are a plus
• Valid drivers license

Physical Demands:

Ability to lift, push, or pull up to 30 pounds

Measures of Accountability

• Customer satisfaction greater than 95% per survey responses
• 100% compliance with Time Entry and other documentation requirements
• Works 100% of assigned Projects and Tickets properly in accordance with company policies and procedures
• 100% of unresolved Service Tickets are escalated and reported to Service Coordinator
• Achieves or makes substantial progress towards other goals as assigned