Description Engineer - Unified Communications & Collaboration Position SummaryThe Unified Communications & Collaboration Engineer is responsible for the design, administration, support, and optimization of the organization's voice, collaboration, and conference room technologies. This role manages Cisco and Microsoft Teams telephony platforms, contact center solutions, voicemail systems, and audio/visual technologies across the enterprise. The ideal candidate will possess strong expertise in unified communications and collaboration technologies, along with networking experience in Cisco, Fortinet, and SD-WAN environments.
Position Duties/ResponsibilitiesPrimary Responsibilities:
Unified Communications Administration- Administer, support, and optimize Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Contact Center, and Microsoft Teams Calling, including users, policies, call routing, auto attendants, call queues, voicemail, and contact center workflows.
- Monitor and test platform health and service availability; troubleshoot call quality, routing, connectivity, and other voice or collaboration issues.
- Maintain operational documentation, platform standards, lifecycle plans, and service improvement recommendations for enterprise communications technologies
- Assess system performance, utilization, and trends to identify opportunities for improving communication and collaboration services
- Analyze short-term and long-term business needs and translate into business requirements, making recommendations on solutions that support organizational objectives
Conference Room & Collaboration Technology- Design and standardize conference room solutions by evaluating business requirements and selecting appropriate displays, cameras, microphones, speakers, controls, and collaboration devices.
- Manage and support Microsoft Teams Rooms, Cisco Room Kits, and related conferencing platforms, coordinating installations, upgrades, vendor activities, and equipment lifecycle replacements.
Telecommunications & Mobility Services- Order, provision, and maintain an accurate inventory of network circuits, including Dedicated Internet Access (DIA), coax, fiber, and Starlink services.
- Lead the management of enterprise mobility services, including carrier relationships, service governance, technology standards, and lifecycle strategy for mobile devices. Provide Tier 3 support and technical guidance for escalated mobility, wireless, and device-related issues.
- Review network and mobile carrier invoices for billing accuracy, resolve discrepancies, validate charges against contracts and inventory, and identify cost optimization opportunities.
Network & Infrastructure Support- Collaborate with network teams to support reliable voice and video services, including QoS, VLAN, SIP, connectivity, and performance troubleshooting.
- Assist with Cisco, Fortinet, and SD-WAN initiatives that support secure, resilient branch connectivity and collaboration services
Position RequirementsRequired:
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
- Minimum of 5 years of experience supporting enterprise voice and collaboration platforms.
- Experience administering:
- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection
- Cisco Contact Center
- Microsoft Teams Calling
- Strong understanding of SIP, VoIP, telephony architecture, and call routing
- Experience supporting enterprise conferencing and audio/video technologies
Preferred:
- Experience with Cisco networking technologies including switching, routing, and wireless.
- Experience with Fortinet firewalls and security solutions.
- Experience supporting SD-WAN technologies.
- Familiarity with Microsoft Teams Rooms and modern workplace collaboration technologies.
- Cisco, Microsoft, Fortinet, or related industry certifications. ITIL Foundation or similar process framework
Knowledge, Skills, And AbilitiesThe requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Strong knowledge of enterprise voice and unified communications platforms, including Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Contact Center, Microsoft Teams Calling, and Teams Rooms.
- Strong knowledge of VoIP and telephony architecture, including SIP trunking, dial plans, call routing, session border controllers, Operator Connect, auto attendants, call queues, voicemail, and emergency calling considerations.
- Ability to design, administer, monitor, and troubleshoot highly available voice, video, contact center, and collaboration services using performance metrics and root cause analysis.
- Knowledge of conference room design and audio/video technologies, with the ability to assess business requirements and recommend appropriate equipment, standards, and lifecycle strategies.
- Familiarity with Cisco networking technologies, including routing, switching, wireless, VLANs, QoS, DNS, DHCP, and network segmentation, and the ability to collaborate effectively with network engineering teams.
- Familiarity with Fortinet and SD-WAN technologies, including firewall policies, VPN connectivity, security controls, traffic optimization, resiliency, and branch connectivity.
- Knowledge of telecommunications carriers, circuit and mobile service provisioning, inventory management, contracts, invoice validation, vendor management, and cost optimization.
- Strong analytical and problem-solving skills with the ability to diagnose complex issues, interpret service and utilization metrics, and make sound decisions during incidents or outages.
- Ability to manage multiple projects and operational priorities while maintaining documentation, standards, governance, service availability, and continuous improvement.
- Ability to communicate technical concepts, service impacts, risks, and project updates to technical and non-technical stakeholders and collaborate across IT, facilities, vendors, and business teams.
- Strong focus on service ownership and customer experience, including accountability for platform reliability, performance, lifecycle management, user adoption, and business impact.
- Experience with PowerShell or similar automation tools for administration, provisioning, reporting, and operational efficiency.
- Ability to handle sensitive business, operational, and telecommunications information with discretion and professionalism.
The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business need.
