Telephony Support jobs

Senior NEC Voice Support Engineer

Last Updated: 26-July-27th
Number Positions: 1
Still Available: 1

*** Resume and direct personal email are required to apply for this job ***

Job Summary:

Engineer is the senior technical escalation resource responsible for supporting, troubleshooting, maintaining, and enhancing NEC premise-based, hosted, cloud, and hybrid voice solutions. This 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, and technology lifecycle planning.

Essential Job Functions:

• 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.

Required 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 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.

Preferred Qualifications:

• Experience supporting major hotel brands, independent hotels, boutique properties, resorts, mixed-use developments, high-density residential properties, or other multi-property environments.
• Experience with high-density hospitality Wi-Fi/network design, Univerge Blue/Intermedia, UCaaS, CCaaS, IVA, IVR, intelligent routing, and AI-powered customer-experience platforms.
• Familiarity with access control, CCTV/VMS, audiovisual systems, intercom, Valcom mass notification, smart IoT, biometrics, computer vision, and broader property technology.
• Experience with technology plan review, POC delivery, ROI/TCO analysis, cloud-migration assessments, standardized technical-response templates, and scalable engineering processes.

Certifications & Technical Credentials:

• NEC UNIVERGE SV9300 - Full Portfolio
• NEC UNIVERGE SV9500 - Full Portfolio
• NEC 2000IPS - Master Technician
• NEC CCIS / Hospitality / ACD
• NEC CCWX/Queworx
• NEC UM8700 / UM8000
• Cisco CCNA
• Cognigy Foundations / Conversational AI
• Google AI Essentials / Generative AI
• Additional NEC enterprise credentials

Core Competencies & Work Requirements:

• Advanced technical troubleshooting
• NEC voice architecture
• Hospitality technology
• Incident and escalation management
• Root-cause analysis
• Executive and customer communication
• Documentation
• Mentoring
• Training
• Cross-functional collaboration
• Technology-roadmap development
• Ownership
• Customer-service excellence

Must be able to work independently, support planned after-hours maintenance and emergency events, manage multiple priorities, protect customer information, and communicate professionally with property personnel, ownership groups, vendors, technical teams, and executives.

This job description summarizes the primary responsibilities and qualifications of the position and may be updated as business and customer requirements evolve.

*** Resume and direct personal email are required to apply for this job ***

Pay: $90,000.00 per year

Benefits:

• Work from home

Application question(s):

• 1. Is your spoken English above the C2 level (American accent)?
• 2. Primary working hours are 9am to 6pm E.S.T. (New York City). Can you easily work these hours?
• 3. From 1 to 10, how Much experience do you have with NEC UNIVERGE ecosystems? Which systems? How many years?
• 4. From 1 to 10, how much experience do you have with designing and troubleshooting CCIS multi-site environments?
• 5. From 1 to 10, how skilled are you at troubleshooting PBX systems on cloud hosted solutions?
• 6. How much experience do you have working in a busy call center environment?
• 7. From 1 to 10, how skilled are you at troubleshooting with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, etc)?
• 8. Do you have in-depth knowledge of legislation governing e911 systems in the USA?
• 9. From 1 to 10, how skilled are you at troubleshooting NEC Univerge Blue/Intermedia and hybrid cloud-to-premise integrations with existing NEC SV9300/SV9500 environments?
• 10. How much experience with Salesforce?
• 11. How many monitors do you have on the computer you will use for work?
• 12. From 1 to 10, how skilled are you at analyzing call traces?
• 13. Are you flexible to work weekends or alternate shifts if required?
• 14. From 1 to 10, how skilled are you at analyzing packet captures and protocol analysis using Wireshark, tcpdump, etc
• 15. Which tool is your go-to packet analysis tool, and how skilled are you with it from 1 to 10?

Work Location: Remote