Carousel Industries

  • Senior UC Engineer

    Posted Date 6 months ago(1/8/2019 11:29 AM)
    # of Openings
    Job Location
  • Company Overview

    Employee Value Proposition

    Carousel Industriesis one of the fastest growing companies in New England, recognized three years running as one of the Top 10 “Best Places to Work”  organization, winner of the prestigious Business Excellence award and an Inc. 5000 company coming off of a record breaking year with a goal to double in size in the next two years.  We are a leader in the collaboration space and are positioned for dramatic growth.  As a Cisco Gold and Master Managed Services Partner, we are now seeking to add a senior engineer, certified as a CCNP Collab, to our growing Unified Communications and Collaboration staff.

    Why Work for Carousel Industries?

    Carousel Industriesis one of the fastest growing companies in New England, recognized as a“Best Places to Work” in Rhode Island for consecutive years, winner of the prestigious Business Excellence award and an Inc. 5000 company coming off of a record breaking year with a goal to double in size in the next two years. We are one of the most respected and trusted information technology advisors in the northeast, providing Data Center Infrastructure products, Enterprise Software and Consulting, and Cloud & Managed services to midmarket and enterprise customers since 1983.


    With over 25 years in business Carouselis no startup company, but we have a very entrepreneurial spirit and culture.   Our employees consider themselves part of a family and truly have an impact on the success of our company and as such are dedicated and committed to providing the ultimate client experience.  Our corporate Mission is to “Improve the Lives of Others” that goes for our employees as well as our clients. 


    In this role we are looking for an expert in the world of collaboration, an expert in Cisco’s leading edge Unified Communications products.  


    The Lead Support Engineer (LSE) is the conduit between the clients' team and our support team, and functions as the technical lead and escalation point as it relates our support program.  The LSE works closely with our customers on monthly calls to consult, deal with specific areas of concern, and make recommendations towards improvement.


    • Assigned Subject Matter Expert to multiple clients
    • Provides technical expertise & guidance throughout the lifecycle of supported services for assigned clients
    • Change Management approval SME
    • Performs in depth analysis of system performance data
    • Recommends proactive improvements for operating health.
    • Provides input & assistance during Major Incident resolution
    • Owns Problem Management and Root Cause Analysis for client
    • Providing technical from project kickoff to project closure and documentation
    • Leading customer design and consulting engagements
    • Contributing to, and providing leadership for, Carousel's UC Practice meetings and initiatives
    • After Hours work and travel (primarily, but not only, in New England) are requirements
    • Further discussion around responsibilities will be discussed with interviewed candidates


    At Carousel we pride ourselves on the caliber of our people and finding the best person for the role is a daunting undertaking because of our high standards.    Working with the industries best and brightest your growth will be limited only by your desire and aptitude to learn.  We pride ourselves on providing our employees with what we like to call “Career Equity” a combination of experience and learning that will advance your career value well beyond that of the years you work here. 


    We are looking for someone who will demonstrate excellence in most or all of the following competencies:


    Technical Skills

     Proficiency with Cisco UC applications, including:

    • Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Center Express
      • Administration/configuration experience, Scripting experience, Calabrio Workforce optimization products experience
    • Cisco Webex, Spark, Cisco Emergency Responder
    • Cisco Unified Attendant Console, Bridge Operator Console
    • Cisco client UC applications, i.e. Jabber, IP Communicator, Skype for Business, etc
    • Working knowledge of various SBCs:

    Hands on experience on Cisco CUBE on both ISR and ASR platforms

    • Including SIP Trunking with Service Providers
    • Sonus, AudioCodes

    Working knowledge of Cisco IOS as it pertains to Cisco routing and switching products – CCNA level understanding or better

    • Excellent knowledge of SIP and MGCP signaling and call-flows
    • Sound understanding of Cisco Call Routing Fundamentals
    • Complete gateway configuration and support (including 911)

    Hands on Video Solution experience with Tandberg and Cisco Telepresence (TMS)

    Cisco VCS x8.5+ and Expressways, Acano

    Open Text Rightfax implementation experience

    Familiarity with Microsoft Active Directory, Exchange, and Skype for Business

    Familiarity with VMWare products and virtualization


    Core Values

    Carousel Employees are expected to maintain standards of behavior that are consistent with Carousel's core values of Integrity, Excellence, Teamwork, Client-Focus and People.  These values remain consistent with our mission to “Positively Impact the Lives of Others” and our philosophy to strive to provide the Ultimate Client Experience.


    Educational Background

    Carousel is constantly looking for individuals who are focused on continuous learning and who are consistently striving to expand their skill-set both professionally and personally.    As technology experts we expect qualified applicants to have a relevant higher education degree and or equivalent certification and experience, but most importantly the ability to demonstrate a history of personal and professional growth. A CCNP is highly desirable.


    Carousel is an affirmative action equal opportunity employer

    Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.


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