Implementation Engineer, B2B

What's 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 C&W's 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.

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.

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.

• 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…