Senior Consultant -Mitel

Company Overview:

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Job Summary: The Remote Senior Consultant will provide expert-level technical support, monitoring, and optimization for Mitel solutions, including OpenScape Unified Communications (UC), Xpressions, Contact Center, and (OSILA). This role ensures the efficient operation of client environments through proactive system management, issue resolution, and continuous improvement while working remotely in a 24/7 managed services environment.

NOC Operations and Monitoring

• Monitor the performance and availability of Mitel OpenScape UC, Xpressions, Contact Center, and OSILA systems using advanced monitoring tools.
• Respond to and resolve escalated incidents, ensuring minimal disruption to client operations.
• Conduct root cause analysis for recurring issues and implement corrective actions.
• Maintain compliance with service-level agreements (SLAs) by delivering timely and effective support.

Technical Support and Troubleshooting

• Provide advanced technical support for complex issues, serving as an escalation point for team members.
• Troubleshoot and resolve hardware, software, and network-related problems within the Mitel ecosystem.
• Collaborate with client IT teams and third-party vendors to resolve integration and interoperability issues.
• Maintain system health by implementing updates, patches, and configuration changes.

Solution Optimization and Maintenance

• Perform regular system audits to ensure optimal performance and adherence to best practices.
• Recommend and implement system improvements, including capacity planning and feature enhancements.
• Test and validate new configurations, firmware updates, and integrations in a controlled environment before deployment.

Documentation and Knowledge Management

• Develop and maintain comprehensive documentation, including configuration details, troubleshooting procedures, and system architecture diagrams.
• Contribute to the creation of knowledge base articles and training materials for NOC team members.
• Provide mentorship and technical training to junior NOC staff.
• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousel’s customers; use experience to make any appropriate recommendations.
• Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
• Understand individual and departmental goals and the direction to achieve the goals.
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Customer Engagement and Communication

• Act as a trusted advisor for managed services clients, offering strategic guidance on their environments.
• Provide regular status updates to clients, including performance reports and incident summaries.
• Participate in client meetings to discuss system health, ongoing projects, and future requirements.

Reporting/Information Resources

• Performs routine reporting and analysis of data elements via various client access methods/systems. 
• Responsible for inputting data into NWN Carousel’s ticketing, alarming, and other internal tracking systems. 
• Identifies and researches account discrepancies to ensure data consistency between systems.
• Provide capacity planning and environment assessment deliverables periodically to customer and Carousel’s leadership.
• Corrects and updates system information as needed.

Education

• Bachelor’s degree in computer science, Telecommunications, or a related field (or equivalent work experience).

Experience

• 7+ years of experience in managing and supporting Mitel OpenScape UC, Xpressions Contact Center, and OSILA in an enterprise environment.
• Proven experience in a NOC or managed services setting, with a focus on remote support.
• Strong track record of troubleshooting and optimizing unified communications and contact center systems.

Skills and Certifications

• Deep knowledge of Mitel OpenScape UC, Xpressions Contact Center, and OSILA technologies.
• Proficiency in SIP, VoIP, PBX, and UC protocols.
• Solid understanding of networking concepts, including TCP/IP, routing, and firewall configurations.
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios) and ITSM platforms (e.g., ServiceNow).
• Relevant Mitel certifications (e.g., Mitel Certified Expert or Professional) preferred.
• Excellent analytical, communication, and customer service skills.

Work Environment:

• Fully remote position, supporting clients in a 24/7 operational environment.
• Rotational on-call duties may be required to address critical incidents outside standard hours.

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to: 

•  Regularly analyze problems, which arise in the system environment and to correct these problems.
• Have the mental capacity to analyze data and perform statistical analyses (computer assisted). 
• Have good interpersonal and communication skills (both oral and written) and be sensitive, adaptable, professional, and articulate when dealing with others. 
• Lift and/or move up to ten (10) pounds; occasionally lift and/or move up to twenty-five (25) pounds; and occasionally lift and/or move up to fifty (50) pounds. 
• Occasionally stoop, crouch, and reach. 
• May be required to sit for long periods of time. 
• Hone listening skills to comprehend the scope of the issue. 
• Regularly talk and hear.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.