NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

The Senior Solution Engineer role is responsible for the configuring, installing, troubleshooting and repairing offerings technical solutions for our customers.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Configuring, installing, troubleshooting and repairing offerings technical solutions for our customers.
• Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of the solutions offered by the practice.
• Assisting Presales and Marketing where applicable. Specifically supporting the team with validation of solution designs, bill of materials, statements of work, and labor estimate when appropriate.
• Attending seminars as requested by the Professional Services Management Team.
• Consistent, accurate and timely tracking of client work, service calls, and related documentation including timesheets.
• Travel: To Customer sites as needed. Access to a vehicle is required. 

Additional job responsibilities include, but are not limited to:

• Assisting the team with the creation of technical tools and templates to help improve the quality of the service delivery process.
• Developing partner SE/Peer relationships.
• Supporting internal technical projects where applicable.
• Acquire technical certifications per training plan.
• Attend technical classes and web training.
• Mentor less experienced team members when asked.
• Other responsibilities as assigned.

Daily Responsibilities:

· Strategically plan, design, deploy, and provide ongoing support for Microsoft Teams Phone, ensuring seamless functionality.

· Design and implement Direct Routing on Session Initiation Protocol (SIP) Trunks, Session Border Controllers, and telephony architecture to optimize Microsoft Teams Voice deployment.

· Deliver technical user support for escalated incidents, promptly resolving system/application issues to minimize downtime.

· Develop high-level Microsoft Teams architecture designs and guidance to guarantee the success of Microsoft Teams Voice deployment.

· Offer strategic direction on product enhancements, system integration, and overall improvements to the telephony infrastructure.

· Keep key stakeholders informed of challenges and mitigation strategies, demonstrating effective communication skills.

· Tactfully communicate difficult or sensitive information and escalate issues in a timely and appropriate fashion.

· Create and update comprehensive documentation for system parameters, logical/physical topologies, standards, and procedures.

· Effectively communicate with project managers, direct management/team members, and cross-functional team members via email, instant messaging, or face-to-face interactions.

· Troubleshoot Microsoft Teams device login issues to ensure a smooth user experience.

Role Qualifications and Requirements

· 3+ years of experience with Microsoft Teams, Skype for Business Online/OnPrem, Enterprise Voice/Unified Communication (SBC, VoIP, PBX).

· Proficient in Microsoft Teams, Microsoft 365, PowerShell, Microsoft infrastructure, Active Directory, VOIP platform, IP, SMTP troubleshooting, and Exchange messaging.

· Experience in deploying and configuring Microsoft Teams Phone with PSTN connectivity through Direct Routing, Operator Connect, and Microsoft Teams Calling Plans.

· Strong technical background in Microsoft infrastructure, Active Directory, VOIP platform, IP, SMTP troubleshooting, and Exchange messaging.

· Migration, deployment, and programming experience with MS Teams.

· Experience with Intune/Conditional Access Policies.

· Experience with Microsoft Teams Rooms on Android and Windows.

· Ability to translate business requirements into technical architecture and designs for communication solutions.

· Proficiency in PowerShell scripting.

Preferred Skills:

· SBC Experience with AudioCodes, Ribbon/Sonus, and Oracle.

· Previous experience in migrating/upgrading an enterprise telecommunication service to Microsoft Teams.

· Cisco UC Experience is strongly preferred.

Certifications:

· Microsoft Certifications are preferred:

o Microsoft 365 Certified: Teams Voice Engineer, Expert

o MS-700: Managing Microsoft Teams

o MS-720: Microsoft Teams Voice Engineer

o MS-721: Microsoft Collaboration Communications Systems Engineer

NWN Carousel is an Equal Opportunity Employer: NWN 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.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.