We're recruiting for a B2B telephony engineer

Nice Network is recruiting for a B2B telephony engineer, think you have what it takes? View the job description below to find out more.

Job Description

The Telephony Engineer is responsible for all onsite telephony design, implementation, and service and support needs for our customers. This relates to all telecommunications technology, to include: VoIP, traditional telecommunications systems, voicemail systems, networks, and vendor specific hardware and software.


Basic Functions

  • Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software.
  • VoIP and traditional telecommunications systems design and implementation at client locations.
  • Design, implementation, and maintenance of IP telephony servers, switches, routers, and gateways.
  • Work with telecommunications carriers for ordering, installation, and troubleshooting of voice and data circuits.
  • Resolve system alerts and notifications from the remote monitoring and management system through service tickets.
  • Implement and support disaster recovery solutions.
  • Documentation of systems to include system reviews and recommendations.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.


Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service and project issues that cannot be completed within agreed service levels.
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
  • Maintain specific knowledge of the customer and how our services relate to their business strategy and goals.
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service or project tickets in ConnectWise.
  • Review relevant publications and online materials to remain up-to-date with current and future technologies emerging in the industry.


Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • In depth knowledge and expertise in VoIP protocols.
  • Working knowledge of access network issues that impact VoIP performance as well as their measurement and analysis.
  • Understanding of networks including cable modems, DSL, and wireless.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.


Educational/Vocational/Previous Experience Recommendations

  • IT or telephony experience.



  • Competitive salary based on experience and qualifications.
  • Health, vision, and dental benefits included.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.

To apply, visit: https://www.linkedin.com/jobs/view/1677178402/


*Only local candidates need apply.

*The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.