[Hiring] Senior NEC Support Engineer @Allbridge

Role Description

The Senior NEC Support Engineer is the senior technical escalation resource responsible for supporting, troubleshooting, maintaining, and enhancing NEC premise-based, hosted, cloud, and hybrid voice solutions. The position manages complex cases from diagnosis through resolution, performs root-cause analysis, provides remote and onsite support, mentors engineers, and communicates findings and recommendations to customers, property teams, leadership, and executive stakeholders.

This role requires deep hands-on expertise with NEC hospitality systems, including:

• PBX
• Voicemail
• Contact center
• Multi-site networking
• PMS and SMDR integrations
• E911 compliance
• Guest-room workflows
• Room restrictions
• Housekeeping status
• Call accounting
• Technology lifecycle planning

Qualifications

• 15+ years of progressively responsible NEC enterprise voice experience; 20+ years strongly preferred, with demonstrated installation, support, architecture, and escalation leadership.
• Advanced hands-on expertise with NEC UNIVERGE SV9300, SV9500, 2000IPS, CCIS multi-site networking, ACD, CCWX/Queworx, UM8700/UM8000, and hospitality applications.
• Full NEC SV9300 and SV9500 certification portfolios or equivalent demonstrated expertise; NEC Master Technician designation or equivalent advanced credential strongly preferred.
• Deep hospitality PMS integration experience across voice, voicemail, SMDR/call accounting, guest-room telephone workflows, mailbox provisioning, room restrictions, maid ID, housekeeping status, and guest billing.
• Working knowledge of E911 configuration and compliance requirements under Kari's Law and RAY BAUM's Act.
• Strong troubleshooting knowledge of VoIP, SIP, UC, premise, cloud, and hybrid voice environments, plus LAN/WAN, MPLS, Wi-Fi, network design, and QoS for voice.
• Proven ability to independently manage complex, service-impacting escalations; perform onsite installation, testing, upgrades, maintenance, training, and system validation.
• Strong technical writing and presentation skills, including SOWs, procedures, solution documentation, RFP/RFI responses, executive recommendations, and C-suite briefings.
• Demonstrated ability to mentor engineers, lead cross-functional teams, manage competing priorities, and work effectively in remote and field environments.

Requirements

• Serve as the senior escalation point and subject-matter expert for NEC voice, voicemail, contact center, networking, and hospitality integration issues; own assigned cases through resolution, customer confirmation, and closure.
• Install, configure, troubleshoot, maintain, upgrade, and support NEC UNIVERGE SV9300, SV9500, 2000IPS, UM8700, UM8000, CCIS, ACD, CCWX/Queworx, hospitality applications, endpoints, licensing, SIP services, trunks, and peripheral equipment.
• Perform root-cause analysis for recurring or high-impact incidents and document corrective actions, preventive actions, resolution summaries, technical procedures, configuration records, diagrams, and knowledge articles.
• Support PMS, voicemail, and SMDR integrations, including guest check-in/check-out, room-phone activation, mailbox provisioning, room restrictions, maid ID/housekeeping workflows, call accounting, and guest billing.
• Configure and support E911 requirements under Kari's Law and RAY BAUM's Act, including direct 911 dialing, onsite notification, and dispatchable-location information.
• Design and troubleshoot CCIS multi-site environments and voice-related LAN/WAN, MPLS, SIP, Wi-Fi, QoS, firewall, and connectivity issues affecting availability or call quality.
• Support NEC Univerge Blue/Intermedia and hybrid cloud-to-premise integrations with existing NEC SV9300/SV9500 environments; advise customers on modernization, cloud migration, reliability, capacity, and lifecycle planning.
• Provide remote and onsite support for critical incidents, installations, upgrades, migrations, assessments, maintenance windows, and customer escalations; participate in after-hours support and on-call coverage as required.
• Lead customer-facing technical meetings, escalation calls, executive briefings, technology-roadmap discussions, plan reviews, proof-of-concept deployments, SOW development, and RFP/RFI technical responses.
• Communicate status, findings, risks, ownership, next steps, and expected timelines clearly and professionally; maintain high customer satisfaction and accountability.
• Mentor junior and intermediate engineers, deliver technical workshops and customer/end-user training, and collaborate with Voice, Network, Field Services, Project Management, Customer Success, Sales Engineering, Dispatch, and vendor teams.

Benefits

• Medical and Prescription options, Dental, Orthodontics and Vision Plans
• Rich HSA company-funded options and Flexible Spending accounts
• 100% Company paid premiums for Short Term Disability
• Life and Accidental Death and Dismemberment insurance Plan options
• Supplemental Insurance Plan options
• 401(k) Profit-Sharing Retirement plan
• Flexible Paid Time Off after 60 days of employment
• Paid Holidays, per Employee Handbook
• Great workplace culture that embodies our values

Equal Opportunity Employer Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.