UC Field Engineer

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

UC Field Engineer position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

\\\*_ At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future._

The UC Field Engineer installs, configures, maintains, and troubleshoots Avaya Aura Communication Manager and IP Office related telecom infrastructure at customer locations. The technician provides on-site technical support for enterprise voice systems, IP telephony, and call center platforms, ensuring reliable operation of communication services.

PRIMARY DUTIES:

Installation & Deployment

• Install and configure Avaya Aura Communication Manager/IP Office servers and telephony systems.
• Deploy and configure gateways, digital and IP phones.
• Install Avaya media gateways such as Avaya G430 Media Gateway and IP Office gateways.
• Perform site surveys and prepare telecom equipment racks, cabling, and power requirements. Install and configure telephones, voicemail boxes and auto-attendants.

Troubleshooting & Maintenance

• Diagnoses and resolve issues with IP telephony, SIP, H.323, and VoIP connectivity.
• Troubleshoot call routing, dial plans, trunk issues, and voice quality problems.
• Perform firmware upgrades, patches, and system backups.

Customer Support

• Provide on-site and remote support to small, medium and enterprise customers.
• Work with IT teams to integrate Avaya systems with LAN/WAN networks.
• Document troubleshooting steps, maintenance procedures, and configuration changes.
• Train end users and administrators on basic system operations.

Integration & Networking

• Configure SIP trunks, PRI circuits, and analog/digital lines.
• Integrate Avaya with voicemail and messaging systems such as Avaya Aura Messaging.
• Support contact center solutions like Avaya Aura Elite Contact Center preferred
• Coordinate with carriers and vendors for circuit provisioning and troubleshooting.

EXPERIENCE:

• 5+ years of experience with Avaya Aura Communication Manager/IP Office administration.
• Knowledge of VoIP protocols (SIP, H.323) and telecom fundamentals.
• Familiarity with Avaya gateways, session border controllers, and IP phones.
• Understanding of networking (TCP/IP, VLANs, QoS).
• Ability to use Avaya diagnostic tools and CLI commands.
• Strong troubleshooting and customer service skills

LANGUAGE SKILLS: Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.

REQUIRED EDUCATION / CERTIFICATIONS:

• Avaya Certified Implementation Specialist (ACIS)
• Avaya Certified Support Specialist (ACSS)
• Networking certifications such as Cisco Certified Network Associate (CCNA) preferred.

PHYSICAL DEMANDS:

• Ability to stand on a concrete floor for long periods.
• Ability to lift and/or move equipment at least 60 pounds on a repetitive basis.
• Must be able to lift equipment and construction supplies from floor height to overhead while loading/unloading trucks or preparing equipment for installations, service calls, and events.
• Ability to climb and work (stack, adjust, and repair) at heights in excess of 25' before/during installations and job sites.
• Ability to stand, walk, climb, sit and use hands and fingers.
• Reaching, grasping and carrying activities are also required.
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
• Must have a clean driving record and valid / current driver’s license.
• Ability to drive a company van to client sites.

WORK ENVIRONMENT: Field work / Remote

• Field work at enterprise offices, hospitals, call centers, or government facilities.
• Travel to customer sites is required

EXPECTED HOURS OF WORK: This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required.  Along with after-hours support for telecom outages.

This role does have an On-Call Rotation of one week out of every three weeks.

TRAVEL: Most travel is local and within 2 hours of the Cromwell office.  On occasion, overnight travel may be required.  Expectation for overnight travel is less than 5%.

Below is the pay range of this position for considered candidates based on qualifications and experience.

Pay Range

$30

—

$35.36 USD

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