Implementation Engineer – Unified Communications & Contact Center Solutions

Cerium Networks; Seattle (WA); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Plan

Paid time off

Wellness program

Employee Assistance Program

Job summary

Cerium Networks is seeking an Implementation Engineer to deploy and maintain Unified Communications solutions. You will partner with Solution Architects and Project Managers to successfully implement net-new solutions, perform upgrades and troubleshoot customer issues to achieve successful customer outcomes.

The ideal candidate has 5+ years of experience with enterprise voice systems, strong Avaya Aura knowledge, hands-on SBC expertise, and experience with Direct Routing for Microsoft Teams.

Qualifications

• 5+ years of experience managing enterprise voice systems.
• Proven expertise in the Avaya Aura suite (CM, AES, SMGR, SM, Client, Messaging).
• Hands-on experience with Session Border Controllers.
• Strong understanding of Microsoft Teams Calling with Direct Routing.
• Experience with Genesys Cloud and Genesys Engage platforms.
• Knowledge of voice security, fraud detection, and third-party telephony integrations.
• Willingness to travel and support on-call rotation.

Responsibilities

• Install, upgrade and troubleshoot the Avaya Aura suite of products including CM, AES, SMGR, SM, Client, Messaging.
• Assess existing customer systems and recommend migrations or upgrade efforts.
• Integrate Avaya Aura with Call Center solutions as needed.
• Configure SIP circuits between Aura and AudioCodes SBCs.
• Support Microsoft Teams Calling using Direct Routing.
• Oversee Carrier Voice Network Management and third-party connectivity.
• Collaborate with the managed services team for complex customer issues and P1 tickets.

Skills

Avaya Aura

Session Border Controllers

Microsoft Teams Direct Routing

Genesys Cloud/Engage

Carrier Voice Network

Voice Security

Job description

About Us

Cerium Networks is a leading technology solutions integrator and Managed Services Provider. We connect businesses to their potential. We're at the intersection of cybersecurity, modern networking, and AI — building platforms and tools that power how businesses communicate, collaborate, and compete. Our work spans unified communications and modern workplace solutions, contact center innovation, scalable data and AI infrastructure, and 24/7 managed IT support. With a consultative approach and deep technical expertise, we deliver and support advanced technology solutions to drive innovation and excellence in IT services. Join us to be part of a team committed to excellence.

Description

Cerium Networks is a leading technology solutions integrator and Managed Services Provider. We connect businesses to their potential. We're at the intersection of cybersecurity, modern networking, and AI — building platforms and tools that power how businesses communicate, collaborate, and compete. Our work spans unified communications and modern workplace solutions, contact center innovation, scalable data and AI infrastructure, and 24/7 managed IT support. With a consultative approach and deep technical expertise, we deliver and support advanced technology solutions to drive innovation and excellence in IT services. Join us to be part of a team committed to excellence.

Cerium Networks is seeking an Implementation Engineer to deploy and maintain Unified Communications Solutions. This role partners with Solution Architects and Project Managers to successfully implement net-new solutions, perform upgrades and troubleshoot customer issues to successful customer outcomes. The ideal candidate combines strong customer communication with practical technical depth across enterprise communications platforms such as Avaya, AudioCodes, Microsoft Teams voice integrations. Contact center experience is highly desired but not required.

What You’ll Do

• Install, upgrade and troubleshoot the Avaya Aura suite of products, including Communication Manager (CM), Application Enablement Services (AES), System Manager (SMGR), Session Manager (SM), Session Border Controller (Client), AADS, and Messaging.
• Perform assessments of existing customer systems and provide feedback on migrations or upgrade level of effort.
• Integrate Avaya Aura with Call Center solutions, as needed.
• Configure SIP circuits between Aura and SBCs such as AudioCodes.
• Support Microsoft Teams Calling using Direct Routing.
• Oversee Carrier Voice Network Management and third‑party connectivity.
• Perform infrastructure patching and maintenance activities to ensure a secure and stable telephony environment.
• Configure E911 as required for compliance with FCC rules
• Collaborate with the managed services team to support complex customer issues and P1 tickets

Requirements

What We’re Looking For

• 5+ years of experience managing enterprise voice systems.
• Proven expertise in the management, implementation and upgrades of the Avaya Aura suite (CM, AES, SMGR, SM, Client, Messaging).
• Hands‑on experience with Session Border Controllers.
• Strong understanding of Microsoft Teams Calling with Direct Routing.
• Experience with Genesys Cloud and Genesys Engage platforms.
• Familiarity with Carrier Voice Network Management.
• Knowledge of voice security, fraud detection, and third‑party telephony integrations.
• Willingness to support on‑call rotation, including after‑hours and weekends.
• Strong written and verbal communication skills for proposals, scopes of work, RFP/RFI responses, design summaries, workshops, and internal enablement.
• Strong analytical, collaboration, problem‑solving, prioritization, and follow‑through skills.
• Willingness to travel. Travel may be required for customer meetings, discovery sessions, manufacturer events, internal meetings, conferences, and on‑site work.

Preferred Qualifications

• AADS integration experience with SSO / AD for Remote Worker is highly desirable
• Experience managing complex Avaya IP Network regions is highly desirable

Location

Seattle, WA or Portland, OR – Hybrid with 2 days in office per week

Compensation

• Pay Range: $95,000-130,000
• Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Benefits

• Medical, dental and vision Insurance
• Basic term life and AD&D insurance (fully paid for by the company)
• Paid time off annually: 15 days of PTO and 9 paid holidays
• 401(k) Plan and Employer Matching Contribution of 4%
• Wellness program that includes up to $500 in cash awards
• Employee Assistance Program