[Hiring] Unified Communications Engineer @Nuwave Communications

Role Description

NUWAVE is hiring a Unified Communications Implementation Engineer to lead customer and partner onboarding engagements across Microsoft Teams Phone, Zoom Phone, and Webex Calling. Customer onboarding is the primary responsibility of this position.

• Lead customer onboarding engagements.
• 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 configure UC services:

• 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.

Support customers after onboarding:

• 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.

Improve documentation and delivery:

• 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.

Qualifications

• 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. End-user familiarity with Teams, Zoom or Webex does not meet this requirement.
• 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.

Requirements

• Direct production-administration experience in at least one of the following areas:
• Microsoft Teams Phone
• Webex Calling

Benefits

• Company-paid health, dental, and vision coverage.
• Participate in a bonus incentive plan.

Company Description

NUWAVE Communications helps carriers, service providers, technology partners, and enterprise customers deploy and manage cloud communications services.

Our iPILOT platform simplifies user provisioning, number management, voice administration, customer onboarding, and lifecycle management across Microsoft Teams Phone, Zoom Phone, Webex Calling, and related communications services.

Our UC Engineering team works directly with partners and customers to move cloud voice projects from initial handoff through configuration, testing, customer acceptance, and production support.