Senior NEC Voice Support Engineer - Hotels - Remote/WFH [US]

Engineer is the senior technical escalation resource responsible for supporting, troubleshooting, maintaining, and enhancing NEC premise-based, hosted, cloud, and hybrid voice solutions. This position manages complex cases from diagnosis through resolution, performs root-cause analysis, provides remote and onsite support, mentors engineers, and communicates findings and recommendations to customers, property teams, leadership, and executive stakeholders., * Serve as the senior escalation point and subject-matter expert for NEC voice, voicemail, contact center, networking, and hospitality integration issues; own assigned cases through resolution, customer confirmation, and closure.

• Install, configure, troubleshoot, maintain, upgrade, and support NEC UNIVERGE SV9300, SV9500, 2000IPS, UM8700, UM8000, CCIS, ACD, CCWX/Queworx, hospitality applications, endpoints, licensing, SIP services, trunks, and peripheral equipment.
• Perform root-cause analysis for recurring or high-impact incidents and document corrective actions, preventive actions, resolution summaries, technical procedures, configuration records, diagrams, and knowledge articles.
• Support PMS, voicemail, and SMDR integrations, including guest check-in/check-out, room-phone activation, mailbox provisioning, room restrictions, maid ID/housekeeping workflows, call accounting, and guest billing.
• Configure and support E911 requirements under Kari’s Law and RAY BAUM’s Act, including direct 911 dialing, onsite notification, and dispatchable-location information.
• Design and troubleshoot CCIS multi-site environments and voice-related LAN/WAN, MPLS, SIP, Wi-Fi, QoS, firewall, and connectivity issues affecting availability or call quality.
• Support NEC Univerge Blue/Intermedia and hybrid cloud-to-premise integrations with existing NEC SV9300/SV9500 environments; advise customers on modernization, cloud migration, reliability, capacity, and lifecycle planning.
• Provide remote and onsite support for critical incidents, installations, upgrades, migrations, assessments, maintenance windows, and customer escalations; participate in after-hours support and on-call coverage as required.
• Lead customer-facing technical meetings, escalation calls, executive briefings, technology-roadmap discussions, plan reviews, proof-of-concept deployments, SOW development, and RFP/RFI technical responses.
• Communicate status, findings, risks, ownership, next steps, and expected timelines clearly and professionally; maintain high customer satisfaction and accountability.
• Mentor junior and intermediate engineers, deliver technical workshops and customer/end-user training, and collaborate with Voice, Network, Field Services, Project Management, Customer Success, Sales Engineering, Dispatch, and vendor teams., * Training
• Cross-functional collaboration
• Technology-roadmap development
• Ownership
• Customer-service excellence

Must be able to work independently, support planned after-hours maintenance and emergency events, manage multiple priorities, protect customer information, and communicate professionally with property personnel, ownership groups, vendors, technical teams, and executives.

• 15+ years of progressively responsible NEC enterprise voice experience; 20+ years strongly preferred, with demonstrated installation, support, architecture, and escalation leadership.
• Advanced hands-on expertise with NEC UNIVERGE SV9300, SV9500, 2000IPS, CCIS multi-site networking, ACD, CCWX/Queworx, UM8700/UM8000, and hospitality applications.
• Full NEC SV9300 and SV9500 certification portfolios or equivalent demonstrated expertise; NEC Master Technician designation or equivalent advanced credential preferred.
• Deep hospitality PMS integration experience across voice, voicemail, SMDR/call accounting, guest-room telephone workflows, mailbox provisioning, room restrictions, maid ID, housekeeping status, and guest billing.
• Working knowledge of E911 configuration and compliance requirements under Kari’s Law and RAY BAUM’s Act.
• Strong troubleshooting knowledge of VoIP, SIP, UC, premise, cloud, and hybrid voice environments, plus LAN/WAN, MPLS, Wi-Fi, network design, and QoS for voice.
• Proven ability to independently manage complex, service-impacting escalations; perform onsite installation, testing, upgrades, maintenance, training, and system validation.
• Strong technical writing and presentation skills, including SOWs, procedures, solution documentation, RFP/RFI responses, executive recommendations, and C-suite briefings.
• Demonstrated ability to mentor engineers, lead cross-functional teams, manage competing priorities, and work effectively in remote and field environments., * Experience supporting major hotel brands, independent hotels, boutique properties, resorts, mixed-use developments, high-density residential properties, or other multi-property environments.
• Experience with high-density hospitality Wi-Fi/network design, Univerge Blue/Intermedia, UCaaS, CCaaS, IVA, IVR, intelligent routing, and AI-powered customer-experience platforms.
• Familiarity with access control, CCTV/VMS, audiovisual systems, intercom, Valcom mass notification, smart IoT, biometrics, computer vision, and broader property technology.
• Experience with technology plan review, POC delivery, ROI/TCO analysis, cloud-migration assessments, standardized technical-response templates, and scalable engineering processes.

Certifications & Technical Credentials:

• NEC UNIVERGE SV9300 - Full Portfolio
• NEC UNIVERGE SV9500 - Full Portfolio
• NEC 2000IPS - Master Technician
• NEC CCIS / Hospitality / ACD
• NEC CCWX/Queworx
• NEC UM8700 / UM8000
• Cisco CCNA
• Cognigy Foundations / Conversational AI
• Google AI Essentials / Generative AI
• Additional NEC enterprise credentials

Core Competencies & Work Requirements:

• Advanced technical troubleshooting
• NEC voice architecture
• Hospitality technology
• Incident and escalation management
• Root-cause analysis
• Executive and customer communication
• Documentation, * 1. Is your spoken English above the C2 level (American accent)?
• 1. Primary working hours are 9am to 6pm E.S.T. (New York City). Can you easily work these hours?
• 1. From 1 to 10, how Much experience do you have with NEC UNIVERGE ecosystems? Which systems? How many years?
• 1. From 1 to 10, how much experience do you have with designing and troubleshooting CCIS multi-site environments?
• 1. From 1 to 10, how skilled are you at troubleshooting PBX systems on cloud hosted solutions?
• 1. How much experience do you have working in a busy call center environment?
• 1. From 1 to 10, how skilled are you at troubleshooting with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, etc)?
• 1. Do you have in-depth knowledge of legislation governing e911 systems in the USA?
• 1. From 1 to 10, how skilled are you at troubleshooting NEC Univerge Blue/Intermedia and hybrid cloud-to-premise integrations with existing NEC SV9300/SV9500 environments?
• 1. How much experience with Salesforce?
• 1. How many monitors do you have on the computer you will use for work?
• 1. From 1 to 10, how skilled are you at analyzing call traces?
• 1. Are you flexible to work weekends or alternate shifts if required?
• 1. From 1 to 10, how skilled are you at analyzing packet captures and protocol analysis using Wireshark, tcpdump, etc
• 1. Which tool is your go-to packet analysis tool, and how skilled are you with it from 1 to 10?

$90,000 a year - Full-time