Unified Communications Engineer (Teams Voice or Webex Calling SME)

Summary

NUWAVE Communications helps carriers, service providers, technology partners, and enterprise customers deploy and manage cloud communications services. The Unified Communications Implementation Engineer will lead customer and partner onboarding across Microsoft Teams Phone, Zoom Phone, and Webex Calling, including provisioning, configuration, testing, troubleshooting, documentation, and post-onboarding support.

Responsibilities

• Serve as the primary UC Engineering contact for assigned customer and partner onboarding engagements
• Lead customer kickoff calls, discovery sessions, readiness reviews, technical walkthroughs, testing sessions, and closeout discussions
• Host live video and screen-sharing sessions to guide customer administrators through required configuration and validation
• Establish clear responsibilities, prerequisites, timelines, risks, and next steps
• Keep engagements moving by following up on customer, partner, carrier, and internal dependencies
• Identify readiness gaps before scheduling migrations or production changes
• Provide clear status updates and maintain accurate implementation records
• Lead lower and moderate-complexity onboarding engagements independently after completing the initial training period
• Provision and manage users, telephone numbers, locations, licenses, and calling services through iPILOT and supported UC administration portals
• Configure and validate auto attendants, call queues, hunt groups, caller ID, calling permissions, call routing, emergency calling, and related voice features
• Support Microsoft Teams Phone connectivity models such as Operator Connect and Direct Routing
• Support Zoom Phone and Webex Calling provisioning and administration
• Review customer data for accuracy before provisioning or migration
• Validate inbound, outbound, internal, emergency, and feature-based calling
• Assist with number migrations, carrier transitions, cutovers, and post-migration stabilization
• Document the final configuration, testing results, open items, and customer acceptance
• Assist with the UC Engineering customer-support queue
• Troubleshoot user provisioning, number assignment, licensing, calling, routing, and platform configuration issues
• Gather call examples, timestamps, screenshots, logs, and other evidence before escalating
• Coordinate with Voice Engineering, Development, carriers, vendors, and platform providers when an issue crosses ownership boundaries
• Remain responsible for customer communication when another team is assisting with resolution
• Support related services such as business SMS, compliance call recording, analytics, and other UC integrations after training
• Participate in an on-call rotation and provide occasional after-hours migration or escalation coverage when scheduled
• Maintain complete ticket notes, implementation records, customer communications, and handoff documentation
• Create and update customer-facing instructions, internal procedures, and knowledge-base articles
• Identify recurring provisioning or onboarding problems
• Reproduce suspected iPILOT defects and provide Development with clear evidence, affected records, timestamps, and steps to reproduce
• Recommend practical improvements to onboarding workflows, documentation, and platform behavior
• Participate in testing new iPILOT functionality and UC integrations before customer release
• Complete training on iPILOT, NUWAVE services, and our onboarding processes
• Build familiarity with our Microsoft Teams Phone, Zoom Phone, and Webex Calling workflows
• Shadow customer onboarding and support sessions
• Complete assigned lab and provisioning scenarios
• Demonstrate complete documentation and dependable follow-through
• Co-lead and then independently lead customer onboarding engagements
• Provision and validate services with decreasing supervision
• Communicate directly with customers, partners, carriers, and internal teams
• Take ownership of lower and moderate-complexity migrations and support issues
• Develop proficiency outside your original platform specialization
• Earn at least one relevant platform certification within your first six months if you do not already hold one

Skills

• At least two years of hands-on administration, implementation, or engineering experience with Microsoft Teams Phone or Webex Calling
• Direct administrative experience in at least one supported platform
• Experience personally leading customer onboarding, implementation, migration, or technical-support calls
• Confidence leading live video meetings and screen-sharing sessions with customer and partner administrators
• Experience provisioning users, telephone numbers, licenses, locations, calling services, and voice features
• Experience configuring or supporting auto attendants, call queues, hunt groups, call routing, caller ID, or similar telephony functions
• Experience validating inbound and outbound calling and troubleshooting failed provisioning or calling behavior
• Ability to explain technical requirements and problems clearly to nontechnical customers
• Ability to manage multiple active engagements, maintain documentation, and follow up without continuous supervision
• Strong written communication and ticket-documentation skills
• Willingness to learn iPILOT and develop working proficiency across Microsoft Teams Phone, Zoom Phone, and Webex Calling
• Willingness to participate in a rotating on-call schedule and occasional scheduled after-hours work
• Applicants should have direct production-administration experience in at least one of the following areas
• Microsoft 365 Certified Collaboration Communications Systems Engineer Associate certification
• Cisco Collaboration Hybrid and Cloud certification or Webex Calling administration training
• Relevant Zoom Phone administration training or certification
• Experience with SIP trunking, session border controllers, carrier services, or enterprise telephony
• Experience with iPILOT or another UC provisioning and lifecycle-management platform
• Experience working for a carrier, service provider, managed service provider, UCaaS provider, or technology partner
• Experience with business SMS, compliance call recording, contact center, reporting, or analytics integrations
• Familiarity with APIs, PowerShell, automation, or bulk provisioning
• Experience using Jira, Confluence, or comparable ticketing and documentation platforms

Qualifications

Must Haves

• At least two years of hands-on administration, implementation, or engineering experience with Microsoft Teams Phone or Webex Calling
• Direct administrative experience in at least one supported platform
• Experience personally leading customer onboarding, implementation, migration, or technical-support calls
• Confidence leading live video meetings and screen-sharing sessions with customer and partner administrators
• Experience provisioning users, telephone numbers, licenses, locations, calling services, and voice features
• Experience configuring or supporting auto attendants, call queues, hunt groups, call routing, caller ID, or similar telephony functions
• Experience validating inbound and outbound calling and troubleshooting failed provisioning or calling behavior
• Ability to explain technical requirements and problems clearly to nontechnical customers
• Ability to manage multiple active engagements, maintain documentation, and follow up without continuous supervision
• Strong written communication and ticket-documentation skills
• Willingness to learn iPILOT and develop working proficiency across Microsoft Teams Phone, Zoom Phone, and Webex Calling
• Willingness to participate in a rotating on-call schedule and occasional scheduled after-hours work
• Applicants should have direct production-administration experience in at least one of the following areas
• Microsoft 365 Certified Collaboration Communications Systems Engineer Associate certification
• Cisco Collaboration Hybrid and Cloud certification or Webex Calling administration training
• Relevant Zoom Phone administration training or certification
• Experience with SIP trunking, session border controllers, carrier services, or enterprise telephony
• Experience with iPILOT or another UC provisioning and lifecycle-management platform
• Experience working for a carrier, service provider, managed service provider, UCaaS provider, or technology partner
• Experience with business SMS, compliance call recording, contact center, reporting, or analytics integrations
• Familiarity with APIs, PowerShell, automation, or bulk provisioning
• Experience using Jira, Confluence, or comparable ticketing and documentation platforms

Benefits

• Bonus incentive plan
• Company-paid health, dental, and vision coverage
• Structured training, shadowing, and certification support
• Fully remote and globally distributed engineering team