Professional Services Engineer - Microsoft Teams

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

We are seeking an experienced Professional Services Engineer with deep expertise in Microsoft Teams Phone and enterprise telephony solutions. In this role, you will work with global clients to architect, deploy, and optimize Microsoft Teams Phone environments. You will configure Direct Routing, SBCs, and related telephony infrastructure; lead migrations from legacy PBX systems (such as Cisco or Avaya); and serve as an expert escalation point for complex technical issues. Success in this position requires excellent problem-solving skills, effective communication, and the ability to manage multiple projects in a dynamic environment. If you are passionate about delivering exceptional voice experiences, shaping future telephony strategies, and driving end-to-end implementations, we invite you to join our team.

Key Responsibilities

• Strategic Planning & Design:
• Architect, design, and implement Microsoft Teams Phone solutions aligned with organizational objectives and industry best practices.
• Develop strategic roadmaps for Teams Voice deployments, considering scalability, global reach, and future growth.
• Direct Routing & Telephony Integration:
• Configure and maintain Session Border Controllers (SBCs), SIP trunks, PSTN connectivity, and related infrastructure for Teams Phone.
• Utilize Direct Routing, Operator Connect, and Calling Plans to optimize call quality, redundancy, and user experiences.
• Professional Services Delivery & Migrations:
• Lead end-to-end project engagements, including installations, configurations, and migrations from legacy telephony platforms (e.g., Cisco, Avaya) to Microsoft Teams Phone.
• Collaborate with clients to ensure seamless transitions, offering guidance on adoption, best practices, and change management.
• Advanced Troubleshooting & User Support:
• Serve as the highest-level escalation point for complex technical issues, ensuring rapid resolution and minimal downtime.
• Diagnose and resolve Teams device login issues, call routing challenges, and other advanced telephony problems.
• High-Level Architecture & Continuous Improvement:
• Develop and refine high-level Teams Voice architectures, ensuring security, resiliency, and optimal performance.
• Identify and recommend improvements to telephony infrastructure, staying current with emerging technologies and Microsoft updates.
• Stakeholder Communication & Consultation:
• Provide clear, proactive communication to clients, project managers, and executive stakeholders on timelines, risks, and resolutions.
• Offer consultative expertise, guiding clients to leverage Teams Phone capabilities that best serve their business needs.
• Documentation & Standards Compliance:
• Create and maintain comprehensive documentation of network topologies, configurations, standards, and troubleshooting procedures.
• Ensure compliance with organizational policies, industry regulations, and best practice guidelines.
  

Required Qualifications & Experience

• Education:
• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• Work Experience:
• Minimum 5 years of experience in a similar role with a focus on Microsoft Teams, Skype for Business, or VOIP/UC environments.
• Demonstrated success in migrating from legacy telephony platforms (e.g., Cisco, Avaya) to Microsoft Teams Phone.
• Technical Expertise:
• In-depth knowledge of Microsoft Teams Phone, unified communications, and global telephony deployments.
• Proficiency with SBCs, PBXs, SIP trunks, and PSTN connectivity.
• Strong background in Microsoft 365, PowerShell scripting, Active Directory, and Exchange administration.
• Expertise in TCP/IP networking, SMTP troubleshooting, QoS, and voice codecs.
• Additional Skills:
• Familiarity with Intune, Conditional Access policies, Microsoft Teams Rooms, and conferencing solutions.
• Certifications like Microsoft 365 Certified: Teams Administrator Associate or equivalent are highly desirable.
• Ability to produce well-structured documentation and SOPs.
  

Core Competencies

• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication skills, including the ability to explain technical concepts to non-technical audiences and executive stakeholders.
• Proven project management capabilities—able to juggle multiple timelines, deliverables, and client requirements with minimal oversight.
• A collaborative mindset and experience working in cross-functional, globally dispersed teams.
• Flexibility, adaptability, and a proactive approach to adopting evolving technologies and standards.
  
  

Benefits At Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.
  
  

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.