Implementation Engineer – Unified Communications & Contact Center Solutions

Cerium Networks; Spokane (WA); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical, dental and vision Insurance

401(k) Plan and Employer Matching

Paid time off and holidays

Life insurance (AD&D)

Job summary

Cerium Networks is seeking an Implementation Engineer to deploy and maintain Unified Communications solutions for enterprise clients. You'll partner with Solution Architects and Project Managers to implement net-new deployments, upgrades, and issue resolution across Avaya Aura, Direct Routing for Teams, and related telephony platforms.

The role requires strong customer communication, hands-on technical depth, on-site support in Spokane, WA, and willingness to travel.

Qualifications

• 5+ years of experience managing enterprise voice systems.
• Proven expertise in Avaya Aura suite management and upgrades.
• Hands-on experience with Session Border Controllers.
• Strong knowledge of Microsoft Teams Calling with Direct Routing.
• Experience with Carrier Voice Network Management is a plus.

Responsibilities

• Install, upgrade, and troubleshoot Avaya Aura components.
• Assess existing systems and estimate migration effort.
• Integrate Avaya Aura with Call Center solutions as needed.
• Configure SIP circuits between Aura and SBCs (e.g., AudioCodes).
• Support Microsoft Teams Calling via Direct Routing.
• Oversee carrier voice network management and third-party connectivity.
• Perform patching and maintenance for telephony security and stability.
• Configure E911 per FCC requirements.
• Collaborate with managed services to resolve complex issues including P1 tickets.

Tools

Avaya Aura CM

AES

SMGR

SM

Client

Messaging

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 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

We are currently unable to hire candidates in NY, NJ, CT, DC, MA, RI or IL

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