NEC Support Engineer

Company Overview

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.

With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.
Job Summary

The Senior NEC Support Engineer is the senior technical escalation resource responsible for supporting, troubleshooting, maintaining, and enhancing NEC premise-based, hosted, cloud, and hybrid voice solutions. The position manages complex cases from diagnosis through resolution, performs root-cause analysis, provides remote and onsite support, mentors engineers, and communicates findings and recommendations to customers, property teams, leadership, and executive stakeholders.

This role requires deep hands-on expertise with NEC hospitality systems, including PBX, voicemail, contact center, multi-site networking, PMS and SMDR integrations, E911 compliance, guest-room workflows, room restrictions, housekeeping status, call accounting, and technology lifecycle planning.
Essential Job Functions

• Serve as the senior escalation point and subject-matter expert for NEC voice, voicemail, contact center, networking, and hospitality integration issues; own assigned cases through resolution, customer confirmation, and closure.

• Install, configure, troubleshoot, maintain, upgrade, and support NEC UNIVERGE SV9300, SV9500, 2000IPS, UM8700, UM8000, CCIS, ACD, CCWX/Queworx, hospitality applications, endpoints, licensing, SIP services, trunks, and peripheral equipment.

• Perform root-cause analysis for recurring or high-impact incidents and document corrective actions, preventive actions, resolution summaries, technical procedures, configuration records, diagrams, and knowledge articles.

• Support PMS, voicemail, and SMDR integrations, including guest check-in/check-out, room-phone activation, mailbox provisioning, room restrictions, maid ID/housekeeping workflows, call accounting, and guest billing.

• Configure and support E911 requirements under Kari's Law and RAY BAUM's Act, including direct 911 dialing, onsite notification, and dispatchable-location information.

• Design and troubleshoot CCIS multi-site environments and voice-related LAN/WAN, MPLS, SIP, Wi-Fi, QoS, firewall, and connectivity issues affecting availability or call quality.

• Support NEC Univerge Blue/Intermedia and hybrid cloud-to-premise integrations with existing NEC SV9300/SV9500 environments; advise customers on modernization, cloud migration, reliability, capacity, and lifecycle planning.

• Provide remote and onsite support for critical incidents, installations, upgrades, migrations, assessments, maintenance windows, and customer escalations; participate in after-hours support and on-call coverage as required.

• Lead customer-facing technical meetings, escalation calls, executive briefings, technology-roadmap discussions, plan reviews, proof-of-concept deployments, SOW development, and RFP/RFI technical responses.

• Communicate status, findings, risks, ownership, next steps, and expected timelines clearly and professionally; maintain high customer satisfaction and accountability.

• Mentor junior and intermediate engineers, deliver technical workshops and customer/end-user training, and collaborate with Voice, Network, Field Services, Project Management, Customer Success, Sales Engineering, Dispatch, and vendor teams.
Required Qualifications

• 15+ years of progressively responsible NEC enterprise voice experience; 20+ years strongly preferred, with demonstrated installation, support, architecture, and escalation leadership.

• Advanced hands-on expertise with NEC UNIVERGE SV9300, SV9500, 2000IPS, CCIS multi-site networking, ACD, CCWX/Queworx, UM8700/UM8000, and hospitality appli