Carousel Industries

  • Sr. Unified Communications Engineer

    Posted Date 6 months ago(9/7/2018 8:55 AM)
    # of Openings
    Job Location
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,300 employees based in 27 offices–with three Network Operating Centers nationwide.


    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth. 


    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.



    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 to 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

    • BA/AS Technology or Related Degree
    • CCNA or Related certification


    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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