Core BTS

Engineer

• Responsible for the administration, support, implementation, and ongoing optimization of Cisco-based voice and Unified Communications
• Support multiple customer environments with strong technical expertise
• Ensure high availability, performance, and customer satisfaction across voice and contact center platforms
• Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations
• Provide operational support for Cisco Unified Communications platforms
• Configure and support Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations
• Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments
• Create and maintain technical documentation, standard operating procedures, and network diagrams
• Participate in customer onboarding, migrations, upgrades, and platform lifecycle management

Senior Voice Engineer

System Administrator

• Oversee the configuration, administration, and optimization of the Microsoft 365 suite, including Exchange Online, Teams, SharePoint, Intune, Defender, Azure AD / Entra ID, and Power Platform.
• Regularly audit systems to ensure they are designed and operating to current best practices.
• Mobile device management with Intune includes endpoint policies, configuration, package deployment, and provisioning.
• Management of Exchange Online, including mail security such as SPF, DMARC, DKIM, and spam, malware, and phishing protection.
• Implementation of Single Sign On for enterprise-wide applications utilizing Microsoft Azure AD / Entra ID.
• Management of servers including latest Windows Server versions, Linux, and appliance based virtual machines.
• Design, deploy, and administer HyperV virtualization systems in on-premises datacenters.
• Design, deploy and administer cloud-based virtualization environments including Microsoft Azure.
• Deploy, manage, and analyze infrastructure wide monitoring tools to ensure all systems are operating optimally.
• Design and maintain internal networks for both datacenters and branch offices.
• Management of Cisco / Meraki firewalls, routers, and switches.
• Troubleshoot and resolve network-related issues and analyze root cause of failures to ensure design resiliency.
• Responsible for circuit management and working with vendors as necessary.
• Management of internal telephony via Cisco and Teams.
• Develop and maintain Disaster Recovery (DR), High Availability (HA), and Business Continuity Planning (BCP) strategies for critical systems.
• Ensures all platforms are deployed with appropriate backup and archiving strategies.
• Conduct regular testing and drills to validate the effectiveness of DR, HA, and BCP plans.
• Assist the IT security team with day-to-day security and compliance tasks.
• Lead the vulnerability management program’s patching design, implementation, and monitoring.
• Management of multi-factor authentication technologies.
• Ensure processes and systems are implemented in alignment with existing compliancy and regulatory requirements.
• Design, develop, and maintain IT integrations such as HR IS platform to Microsoft Azure AD / Entra ID.
• Process automation such as user onboarding and offboarding script development.
• Act as an escalation point for the help desk team to assist with complex trouble tickets.
• Assist with the design and implementation of automated configuration for both Windows and Mac based endpoints.
• Management of branch offices including networking, printing, and physical security.
• Collaborate with various business and IT team members to ensure all designs meet requirements.
• Develop documentation of processes and knowledge base articles for systems as they’re designed and deployed.

Systems Administrator – Corporate IT

• Respond to level two issues that arise and escalations from the Network Operations Center or service desk
• Concentrate on M365 Security as the main focal point
• Proactively work with Senior members of the managed services practice to provide exceptional support for our managed client portfolio
• Resolve, or escalate issues reported or identified in an M365 tenant
• Conduct proactive performance assessments of clients' M365 environments, identifying opportunities for optimization and improvement.
• Aid other team members in the resolution of cases within the scope of skillset
• Assist with information gathering and reporting to either clients or Client Success Managers
• Collaborate with senior engineers to escalate issues as needed
• Develop, maintain and update technical knowledge base articles
• Participate in an on-call rotation
• After hours / weekend work may be required

Senior Microsoft 365 Engineer – Second Shift

Marketing

• Manage and nurture relationships with strategic partners, serving as a trusted liaison between NRI and our partner organizations.
• Develop and execute partner marketing strategies that align with our business goals and maximize brand exposure.
• Lead, coach, and support partner demand resources, including Partner Demand Specialist(s) and third-party SDR agencies focused on demand generation and Marketing Qualified Lead (MQL) generation.
• Allocate and manage Marketing Development Funds (MDF) for partner activities, ensuring efficient and effective use of resources.
• Collaborate with national and field marketing to generate marketing leads and execute demand generation events.
• Create and execute end-to-end partner marketing campaigns, tracking and analyzing results for continuous improvement.
• Maintain compliance requirements and milestones for partner agreements, securing rebates and incentives for NRI.
• Assist with the tracking and reporting of Marketing Sourced and Marketing Influenced Pipeline Revenue post demand generation activities and events.

Senior Manager, Partner Marketing

• Respond to level two issues and escalations from the Network Operations Center or service desk
• Focus on M365 Security as the main focal point
• Work with Senior members of the managed services practice to provide support for managed client portfolio
• Resolve or escalate issues reported or identified in an M365 tenant
• Conduct proactive performance assessments of clients' M365 environments

Senior Microsoft 365 Engineer

Customer Success Manager

• Design and implement client success plans tailored to individual clients.
• Coordinate cross-functional efforts among practice leaders, support resources, and client sponsors to achieve objectives.
• Collaborate with cross-functional teams, including practice leaders, support resources, and client sponsors, to achieve strategic objectives.
• Serve as the main point of contact for clients, addressing concerns and ensuring smooth communication.
• Schedule and conduct monthly and quarterly service reviews, as well as regular client calls.
• Collaborate with Account Executives to align on customer strategies, fostering mutual success.
• Understand, review, and communicate contracted services, ensuring accurate and complete fulfillment.
• Support client escalations by acting as a mediator and problem solver.
• Understand and review all signed contracts to ensure smooth delivery and scope management.
• Assist the Managing Director of Services with pre-sales and sales efforts as required.
• Collaborate closely with Account Executives to maximize revenue potential and drive the growth of client accounts.
• Grow client accounts by cross-selling additional service lines.
• Work with practice leaders and support teams to streamline service delivery and improve client outcomes.
• Drive customer satisfaction by ensuring client requirements are clearly understood and addressed.
• Collaborate with the Managing Director of Services on future client success needs, refining processes, and deliverables.
• Provide detailed and accurate reporting to clients on service usage and effectiveness.
• Analyze and present data during service reviews to demonstrate value and identify opportunities for improvement.
• Escalate any changes in client accounts by keeping all required documentation up to date and current.

Client Success Manager

Network Engineer

• Provide Tier 3 technical support for complex IT infrastructure and networking issues.
• Configure, maintain, and troubleshoot:
• Firewalls
• Managed switches
• Routers
• Wireless networking equipment
• Support and administer VMware virtual environments and Microsoft Azure cloud infrastructure.
• Monitor network performance, security, and system availability.
• Assist with server administration, backups, disaster recovery, and system upgrades.
• Support and troubleshoot IP and cloud-based phone systems.
• Work with vendors and internal teams to resolve escalated technical issues.
• Maintain documentation for network configurations, procedures, and systems.
• Participate in project planning, deployments, migrations, and infrastructure improvements.

Network Engineer – Level III

Analytics Engineer

• As a Senior Data Analytics Engineer on the Data Analytics Data Platform (DADP) team, you analyze, develop, and deliver business intelligence solutions using the Microsoft Analytics stack.
• The Senior Data Analytics Engineer works directly with clients to ensure their expectations and business decision-making tool needs are met.
• The Engineer is an expert in using analytical and problem-solving skills and has experience creating scalable and reliable data solutions through data analytics solution development.

Senior Data Analytics Engineer

Events

• Responsible for planning, standardizing, and executing a scalable portfolio of high-impact events
• Owns the strategy and execution for approximately 20–25 regional field events and 4 corporate marquee events annually
• Focus on operational excellence, repeatable frameworks, and measurable ROI
• Shift NRI from event volume to event effectiveness by building consistent processes, toolkits, and measurement models
• Ensure each event has clear goals, target audiences, messaging, and post-event follow-up plans
• Partner closely with Sales, SDR, Partners, and Leadership to align on objectives, audiences, and outcomes
• Develop and manage event budgets, forecasts, and spend tracking across the annual portfolio
• Research, negotiate, and manage contracts with venues, production vendors, and third-party providers
• Optimize vendor relationships to support scalability, cost efficiency, and quality
• Maintain high standards for attendee experience while reducing bespoke, one-off approaches
• Define and track event success metrics including attendance, engagement, pipeline influence, and ROI
• Lead structured post-event debriefs and reporting to capture insights and drive continuous improvement

Marketing Manager – Strategic Events

• Work with clients and internal stakeholders to maximize client retention and profitability through consistent delivery of licensing & subscription-related client success motions.
• Collaborate with operations, finance, and managed services teams to establish best operational practices that ensure scalability as the licensing and subscription business expands.
• Serve as a strategic partner to customers, NRI Alliance Partners, and internal sales and delivery teams, ensuring strong retention, increased consumption, and expansion of partners’ solutions.

Client Success Specialist – Licensing and Subscription

Manager

• Serve as the primary point of contact for clients throughout the project lifecycle.
• Develop and maintain strong relationships with key stakeholders, ensuring their needs and expectations are met or exceeded.
• Understand client business objectives and align consulting services to meet these goals.
• Develop project/sprint plans, define resource loading, skill requirements, tracking milestones, and metrics as appropriate for the framework of the project.
• Be responsible for managing the project budget including managing forecasts against actual, travel and expenses.
• Ensure that projects are profitable and that all financial targets are met.
• Provide consultation based on best practice techniques in traditional and modern frameworks.
• Provide role leadership, in the form of coaching/mentoring and standards enforcement for the project team.
• May be responsible for leading execution teams of 2-20 people depending on project size.
• Persuade others to reverse negative attitudes/behaviors. Maximize strengths/minimize limitations. Consolidate varied viewpoints/positions.
• Perform various administrative tasks including status reports, time recording, etc.

Senior Engagement Manager

Architect

• Develop well-formed functional and non-functional requirements using modern or traditional techniques from which the application development team members can develop new software solutions or modify existing application software solutions
• Provide and/or lead input to estimates
• Conduct in-depth analysis of current business processes and identify areas for improvement
• Facilitate workshops and meetings to gather requirements, validate designs, and gain consensus on business architecture decisions
• Provide role leadership, in the form of coaching/mentoring of associates and standards enforcement for project team members and practice consultants
• Develop and maintain effective and collaborative relationships
• Function in a scrum master/project manager/quality assurance capacity as a secondary marketable skill
• Train and mentor mainstream IT concepts, technologies, and methods/frameworks
• Develop detailed process models and workflows that enhance efficiency and reduce operational costs
• Lead initiatives to streamline business processes through the integration of technology solutions
• Ability to lead a team of analysts in larger scale project initiatives by developing standards, setting analytics metrics and facilitation of requirements sessions and delivery to team and client
• Provide leadership and mentorship to junior business architects and other team members.

Senior Business Architect

Operations

• Lead a team of Sales Operations Support Specialists which supports NRI’s Account Executives by providing client-facing quotes, booking orders, and addressing post-sales requests as appropriate.
• Coach Sales Operations Support Specialists on NRI and partner business processes and answer day to day questions.
• Distribute incoming requests in service request management system, ensuring appropriate and efficient division of labor, meeting service level agreements (SLAs).
• Provide occasional overflow support as necessary.
• Proactively review and escalate aging requests to ensure SLA compliance.
• Coordinate time off requests and coverage for team members, ensuring adequate coverage for business operations.
• Ensure new orders are booking accurately and based on complete required information according to NRI standard business processes, and according to SLAs.
• Coordinate month end booking process, ensuring that all targeted orders are booked on time.
• Address initial escalation requests from internal and external clients including Sales, Application Solution and Design (presales engineering), and Finance teams, both for old business and new business.
• Assist Sales Operations Support Specialists in directing out of scope requests to appropriate Core or partner teams to ensure requests are addressed.
• Understand the industry environment.
• Attend both internal and external meetings as needed (typically via Microsoft Teams or Cisco Webex with camera on).
• Participate in online training sessions provided by our key partners as appropriate.
• Represent and deliver on NRI goals, mission and values.
• Continually looking for ways to maximize efficiency and better meet the needs of our clients, recommending process improvements and assisting in change management activities associated with business process changes that impact the team.

Manager, Sales Operations Support

Solutions Engineer

• Lead the design and implementation of complex network solutions, working from project Statements of Work (SOWs). This includes creating detailed network diagrams, specifications, and implementation plans, and overseeing the execution of those plans.
• Provide expert-level technical leadership and guidance to project teams, including Solution Architects, Senior and Level 1 Network Consultants. Ensure projects are completed on time, within budget, and meet or exceed client expectations.
• Develop and present high-level network architecture designs, clearly illustrating data flow and the interaction of various network components.
• Proactively identify and resolve complex network issues, providing innovative solutions and escalating only exceptionally challenging problems to Principal Architects.
• Develop and maintain comprehensive network documentation, including diagrams, configurations, and troubleshooting guides, serving as a valuable resource for the team.
• Effectively communicate complex technical concepts to both technical and non-technical audiences, adapting presentations to suit different stakeholders.
• Collaborate effectively with project managers and clients, providing regular updates, actively managing expectations, and ensuring a strong alignment between business needs and technical solutions.
• Maintain a strong understanding of current networking technologies and industry best practices. Proactively identify and propose advanced solutions for client needs, considering both technical and business implications.
• Adhere to established network standards, procedures, and safety regulations, ensuring project completion aligns with security and compliance requirements.
• Actively participate in internal knowledge sharing, contributing significantly to process improvement initiatives and mentoring less experienced team members.
• Serve as a technical mentor and guide for junior-level architects and engineers, fostering professional development and knowledge transfer.
• Other duties as assigned and directed.