MITEL Engineer

Overview

The MITEL Engineer is responsible for the design, implementation, configuration, and support of Mitel communication and contact center solutions. This role works closely with clients and internal stakeholders to deliver scalable and reliable voice, VoIP, and unified communications systems. The engineer serves as a subject matter expert in Mitel technologies, ensuring high-quality deployments and optimal system performance.

Key Responsibilities

Client Engagement

Collaborate with clients and business stakeholders to gather and understand communication requirements. Provide expert recommendations on Mitel solutions that enhance operational efficiency and customer experience.

Solution Design

Design and document Mitel-based solutions including VoIP architecture, call flows, IVR configurations, call routing, and unified communication setups aligned with business needs.

Implementation & Configuration

Lead or support end-to-end deployment of Mitel systems including installation, configuration, integration, and migration. Configure PBX systems, SIP trunking, voicemail, call queues, and other telephony features.

Testing & Quality Assurance

Conduct system testing including unit testing, integration testing, and user acceptance testing (UAT) to ensure reliability and performance of Mitel solutions.

System Integration

Support integration of Mitel platforms with CRM systems, ticketing tools, and other enterprise applications using APIs or CTI where applicable.

Troubleshooting & Support

Diagnose and resolve technical and functional issues related to Mitel systems during implementation and post-go-live. Provide L2/L3 support for escalations.

Project Delivery & Coordination

Work closely with project managers and cross-functional teams to ensure successful and timely delivery of projects. Track progress, identify risks, and implement mitigation plans.

Client Relationship Management

Act as a trusted advisor to clients by maintaining strong relationships and ensuring satisfaction throughout the project lifecycle.

Knowledge Management & Continuous Improvement

Stay up to date with Mitel technologies, VoIP trends, and unified communications best practices. Contribute to internal knowledge sharing and process improvements.