Unified Communications Engineer (Teams Voice or Webex Calling SME)

Unified Communications Implementation Engineer

Microsoft Teams Phone or Webex Calling

Location: Remote
Employment type: Full time
Base salary: $60,000 to $80,000 annually, depending on directly relevant experience
Additional compensation: Bonus incentive plan
Benefits: Company-paid health, dental, and vision coverage

About NUWAVE Communications

NUWAVE Communications helps carriers, service providers, technology partners, and enterprise customers deploy and manage cloud communications services.

Our iPILOT platform simplifies user provisioning, number management, voice administration, customer onboarding, and lifecycle management across Microsoft Teams Phone, Zoom Phone, Webex Calling, and related communications services.

Our UC Engineering team works directly with partners and customers to move cloud voice projects from initial handoff through configuration, testing, customer acceptance, and production support.

Position overview

NUWAVE is hiring a Unified Communications Implementation Engineer to lead customer and partner onboarding engagements across Microsoft Teams Phone, Zoom Phone, and Webex Calling.

Customer onboarding is the primary responsibility of this position.

You will regularly lead live video meetings and screen-sharing sessions with customer administrators, partner teams, carriers, and internal departments. You will guide each engagement through readiness, discovery, provisioning, configuration, testing, issue resolution, customer acceptance, and completion.

This is a hands-on technical role. You will not simply coordinate projects or hand technical work to another engineer. You will use iPILOT and the applicable UC administration portals to provision users and numbers, configure services, validate calling, troubleshoot problems, and document the engagement.

The immediate priority is Microsoft Teams Phone onboarding. Candidates may come from a Microsoft Teams Phone, Zoom Phone, or Webex Calling background, but must be willing and able to develop across all three platforms.

What you will do

Lead customer onboarding engagements

- Serve as the primary UC Engineering contact for assigned customer and partner onboarding engagements.
- Lead customer kickoff calls, discovery sessions, readiness reviews, technical walkthroughs, testing sessions, and closeout discussions.
- Host live video and screen-sharing sessions to guide customer administrators through required configuration and validation.
- Establish clear responsibilities, prerequisites, timelines, risks, and next steps.
- Keep engagements moving by following up on customer, partner, carrier, and internal dependencies.
- Identify readiness gaps before scheduling migrations or production changes.
- Provide clear status updates and maintain accurate implementation records.
- Lead lower and moderate-complexity onboarding engagements independently after completing the initial training period.

Provision and configure UC services

- Provision and manage users, telephone numbers, locations, licenses, and calling services through iPILOT and supported UC administration portals.
- Configure and validate auto attendants, call queues, hunt groups, caller ID, calling permissions, call routing, emergency calling, and related voice features.
- Support Microsoft Teams Phone connectivity models such as Operator Connect and Direct Routing.
- Support Zoom Phone and Webex Calling provisioning and administration.
- Review customer data for accuracy before provisioning or migration.
- Validate inbound, outbound, internal, emergency, and feature-based calling.
- Assist with number migrations, carrier transitions, cutovers, and post-migration stabilization.
- Document the final configuration, testing results, open items, and customer acceptance.

Support customers after onboarding

- Assist with the UC Engineering customer-support queue.
- Troubleshoot user provisioning, number assignment, licensing, calling, routing, and platform configuration issues.
- Gather call examples, timestamps, screenshots, logs, and other evidence before escalating.
- Coordinate with Voice Engineering, Development, carriers, vendors, and platform providers when an issue crosses ownership boundaries.
- Remain responsible for customer communication when another team is assisting with resolution.
- Support related services such as business SMS, compliance call recording, analytics, and other UC integrations after training.
- Participate in an on-call rotation and provide occasional after-hours migration or escalation coverage when scheduled.

Improve documentation and delivery

- Maintain complete ticket notes, implementation records, customer communications, and handoff documentation.
- Create and update customer-facing instructions, internal procedures, and knowledge-base articles.
- Identify recurring provisioning or onboarding problems.
- Reproduce suspected iPILOT defects and provide Development with clear evidence, affected records, timestamps, and steps to reproduce.
- Recommend practical improvements to onboarding workflows, documentation, and platform behavior.
- Participate in testing new iPILOT functionality and UC integrations before customer release.

Required qualifications

Candidates must meet all of the following requirements:

- At least two years of hands-on administration, implementation, or engineering experience with Microsoft Teams Phone or Webex Calling.
- Direct administrative experience in at least one supported platform. End-user familiarity with Teams, Zoom or Webex does not meet this requirement.
- Experience personally leading customer onboarding, implementation, migration, or technical-support calls.
- Confidence leading live video meetings and screen-sharing sessions with customer and partner administrators.
- Experience provisioning users, telephone numbers, licenses, locations, calling services, and voice features.
- Experience configuring or supporting auto attendants, call queues, hunt groups, call routing, caller ID, or similar telephony functions.
- Experience validating inbound and outbound calling and troubleshooting failed provisioning or calling behavior.
- Ability to explain technical requirements and problems clearly to nontechnical customers.
- Ability to manage multiple active engagements, maintain documentation, and follow up without continuous supervision.
- Strong written communication and ticket-documentation skills.
- Willingness to learn iPILOT and develop working proficiency across Microsoft Teams Phone, Zoom Phone, and Webex Calling.
- Willingness to participate in a rotating on-call schedule and occasional scheduled after-hours work.

Platform experience

Applicants should have direct production-administration experience in at least one of the following areas.

Microsoft Teams Phone

Relevant experience may include:

- Teams Admin Center
- Teams Phone licensing and voice enablement
- User and number assignment
- Operator Connect, Direct Routing, or Microsoft Calling Plans
- Voice routing policies, PSTN usages, voice routes, and dial plans
- Auto attendants and call queues
- Resource accounts
- Emergency calling
- PowerShell administration
- Call Analytics or Call Quality Dashboard

Webex Calling

Relevant experience may include:

- Webex Control Hub
- Users, licenses, locations, and telephone numbers
- Auto attendants, call queues, and hunt groups
- Calling permissions and routing
- Devices and workspaces
- PSTN provider configuration
- Emergency calling
- Number migrations
- Control Hub analytics and troubleshooting

Preferred qualifications

These qualifications are valuable but are not required:

- Microsoft 365 Certified Collaboration Communications Systems Engineer Associate certification.
- Cisco Collaboration Hybrid and Cloud certification or Webex Calling administration training.
- Relevant Zoom Phone administration training or certification.
- Experience with SIP trunking, session border controllers, carrier services, or enterprise telephony.
- Experience with iPILOT or another UC provisioning and lifecycle-management platform.
- Experience working for a carrier, service provider, managed service provider, UCaaS provider, or technology partner..
- Experience with business SMS, compliance call recording, contact center, reporting, or analytics integrations.
- Familiarity with APIs, PowerShell, automation, or bulk provisioning.
- Experience using Jira, Confluence, or comparable ticketing and documentation platforms.

What success looks like

During the first 30 to 60 days, you will:

- Complete training on iPILOT, NUWAVE services, and our onboarding processes.
- Build familiarity with our Microsoft Teams Phone, Zoom Phone, and Webex Calling workflows.
- Shadow customer onboarding and support sessions.
- Complete assigned lab and provisioning scenarios.
- Demonstrate complete documentation and dependable follow-through.

As your platform knowledge develops, you will:

- Co-lead and then independently lead customer onboarding engagements.
- Provision and validate services with decreasing supervision.
- Communicate directly with customers, partners, carriers, and internal teams.
- Take ownership of lower and moderate-complexity migrations and support issues.
- Develop proficiency outside your original platform specialization.
- Earn at least one relevant platform certification within your first six months if you do not already hold one.

This role may not be right for you if

- Your experience with Teams, Zoom, or Webex is limited to using the applications as an end user.
- You are looking primarily for an Audio/Visual, conference room, or meeting-room deployment position.
- You prefer back-end technical work with limited customer interaction.
- You are not comfortable leading customer calls or sharing your screen while configuring and testing services.
- Your experience is primarily project coordination without direct platform administration.
- You are looking exclusively for deep SIP, SBC, network, or carrier engineering work.
- You prefer to escalate technical issues without first gathering evidence and completing reasonable troubleshooting.

Why join NUWAVE

- Work directly with Microsoft Teams Phone, Zoom Phone, Webex Calling, and modern UC integrations.
- Develop cross-platform cloud voice expertise.
- Gain experience with carriers, service providers, technology partners, and enterprise customers.
- Work with iPILOT, a platform designed to simplify the complete UC provisioning lifecycle.
- Contribute to product testing, documentation, feature improvements, and customer-delivery processes.
- Receive structured training, shadowing, and certification support.
- Build a career path in UC Engineering, platform ownership, product specialization, or senior technical leadership.
- Work with a fully remote and globally distributed engineering team.
- Receive company-paid health, dental, and vision coverage and participate in a bonus incentive plan.