PMWorks

Solutions Engineer

• Partner with Account Executives to lead presales conversations on Avaya solutions
• Consult with clients to understand business objectives, use cases, and technical requirements
• Develop an approved training plan to maintain knowledge of the latest technology and how it benefits the customer
• Maintain strong relationships with clients, technology partners, and vendors
• Communicate proactively and effectively with customers
• Provide training, webinars, and whitepapers as necessary to establish Cerium as the technology leader in the given area
• Design tailored solutions, proposals, presentations, and Statements of Work (SOWs) for seamless delivery handoff
• Manage activities in Dynamics 365 CRM, including updating opportunities, tracking deal stages, and recording key client interactions
• Periodically forecast opportunities to keep sales, implementation, and services leadership aware of opportunities in relevant technical areas
• Support customer-facing events, user groups, and conferences as needed

Avaya Solution Architect

Call Center Representative

• Deploy and maintain Unified Communications Solutions
• Partner with Solution Architects and Project Managers to implement net-new solutions
• Perform upgrades and troubleshoot customer issues to achieve successful customer outcomes
• Install, upgrade and troubleshoot the Avaya Aura suite, including Communication Manager, Application Enablement Services, System Manager, Session Manager, Session Border Controller, AADS, and Messaging
• Assess 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 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

Avaya Solution Architect

Implementation Engineer – Unified Communications, Contact Center Solutions