Senior Unified Communications Engineer

Description

JOB TITLE: Senior Unified Communications Engineer

REPORTS TO: Senior Director, Unified Workspace

LOCATION: Remote

DATE: July 2024

For 40+ years, Meridian IT has been helping medium and enterprise businesses solve their complex technical IT problems. Through a unique strategic perspective, deep expertise, and a personalized proactive approach, Meridian IT is the top IT solutions provider in the industry.

Offering best-in-class cloud, hybrid, and on-premises data storage solutions, backup and recovery solutions, security solutions, hyperconverged infrastructure, contact center solutions, flexible pricing models and award-winning managed services, Meridian IT works with each client to create a customized plan to help solve their IT obstacles.

Meridian IT is part of Meridian Group International. Meridian Group International is a privately held organization headquartered in Deerfield, IL. Operating since 1979, Meridian Group International is a leading IT service provider and equipment leasing and finance company across 4 continents.

Position Summary

The Senior Unified Communications Engineer is a hands-on technical resource responsible for designing and implementing end-to-end solutions to complex business challenges for new and existing clients. The qualified candidate will have in-depth understanding of Avaya UC and CC Solutions, IVR, Virtualization, Networking, and SIP with a willingness to learn other related technologies. Superior hands-on technical skills and a consultative approach are critical parts to this position. The Senior Unified Communications Engineer will work with the Project Management Office in a post-sales capacity to schedule and successfully complete the installation of solutions. Post installation will work with Global Support Center as a Tier 3/Tier 4 Engineer. The Senior Unified Communications Engineer will also work with the local and national sales team in a pre-sales role to develop and position solutions. Presentations, face-to-face meeting, conference calls, and onsite implementations within the domestic US are a critical part of this position.

Duties and Responsibilities

Post-Sales Delivery

• Follow the established services delivery process and continue the development of best practices and tools to ensure the successful delivery of communications and collaboration solutions to our customers:
• Work with the Project Management Office to schedule and close assigned engagements:
• Lead design meetings with customers; document and successfully implement the approved design:
• Troubleshoot issues and support customers as required and assigned by the Project Management Office:
• Participate with the Project Management Office in project post mortems and collaborate on recommendations reports in order to identify successful and unsuccessful project elements:
• Provide solution information to internal resources and post necessary documentation into Meridian IT internal databases:

Pre-Sales Opportunity Development

• Assist Account Managers with the development of qualified opportunities through remote and on-site customer meetings:
• Develop and lead technical hands-on integration of various products for proof of concepts and demo center demonstrations:

Risk Management

• Continue the development of best practices and tools for opportunity development and requirements gathering:
• Participate in weekly meetings with the Project Management Office reviewing active, assigned engagements to identify open items to complete, budget vs. actual hours, risks, and next steps:
• Participate in monthly meetings with the Engineering team to discuss recent engagements, challenges and opportunities; incorporate improvements into the pre-sales process:
• Improve processes to optimize the post-sales delivery process and increase value and efficiencies over time:
• Staying at the forefront for new and emerging technologies and best practices:

Support

• Tier 3 Engineer for critical or escalated tickets from Global Support Center:
• Responding and troubleshooting any maintenance activity for Avaya generated alarm or customer related request 24/7 during the designated On-Call period:
• Preventative Maintenance bi-annual reviews. Follow PM checklist and work with customer to support system health. Document and post all backups:

Communications

• Responsible for clear and timely communication to multiple stakeholder groups on a frequent basis:

Qualifications and Requirements

• Excellent written and verbal communication skills, with the ability to interface at varying and appropriate levels of management:
• Excellent customer relationship management skills:
• Ability to break down technical concepts into business terms:
• Well organized, thrive in a sense-of-urgency environment, leverage best practices, and innovate through any problem with a can-do attitude:
• Ability to handle multiple priorities and interruptions with minimal impact on productivity:
• Demonstrate a high level of independent judgment and initiative; self starter:
• Flexible work schedule:
• Strong technical knowledge of enterprise Data Network / Data Center environments:
• Previous experience in a variety of relevant installation and upgrade projects:
• Knowledge of, and ability to use, the configurators and sizing tools for the platforms supported:

TRAINING & CERTIFICATIONS

• The following certifications from Avaya Learning Center are in accordance with the Meridian IT business plan:

Strongly Recommended:

• Avaya Certified Implementation Specialist Program (ACIS):
  • ACIS - 7120 Avaya Aura® Core Components
  • ACIS - 7130 Avaya Aura® Communication Applications
  • ACIS - 7594 Avaya Solutions Platform
• Avaya Certified Support Specialist Program (ACSS):
  • ACSS - 7220 Avaya Aura® Core Components
  • ACSS - 7230 Avaya Aura® Communication Applications
  • ACSS - 7694 Avaya Solutions Platform

Additional Avaya Certifications are a plus:

• ACIS - 7392Avaya Aura® Call Center Elite
• ACSS - 3305Avaya Experience Portal with Proactive Outreach Manager
• ACSS - 3308Avaya Workforce Engagement
• ACSS - 7492Avaya Aura® Call Center Elite
• ACSS - 7180Avaya Messaging
• SSCA: SIP School Certified Associate

Education / Experience

• 10+ years experience as an IT professional, working hands on designing, configuring and installing Avaya Aura Unified Communications, datacenter networking, server virtualization and storage solutions with a demonstrated increase in responsibility over time:
• Bachelor's degree or higher from an accredited college or university in computer science or related field; or equivalent combination of education, training, and experience in information technology and telecommunications:
• Experience designing, installing and troubleshooting:
  • Servers - Avaya (HP and Dell)
  • Virtualization Technologies - VMware and KVM
  • Session Border Controller - Avaya, Oracle, and Cisco
  • Networks - Routers, Switches, Data Storage and Firewalls
  • Contact Center - IVR Development, troubleshooting, infrastructure design, delivery and support (Avaya AEP & POM), Call Back Assist, and understanding and execution of other Contact Center solutions.

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Location: Deerfield, IL, US

Posted Date: 10/1/2024