Service CenterCSCS TX
ROLE DESCRIPTION:
The UCaaS Engineer is responsible for engineering, administering, and improving the company's enterprise voice and unified communications environment, with a primary focus on Zoom Phone. This role supports the migration from 8x8 to Zoom Phone, establishes scalable platform standards, and partners with Network, Infrastructure, Telecom, vendors, and the Service Desk to ensure reliable voice services, strong call quality, and effective operational support across the enterprise.
KEY RESPONSIBILITIES:
- Administer and operate Zoom Phone and related UCaaS services in a large enterprise, multi-site environment, including user administration, calling features, conferencing, messaging, and platform configuration.
- Design, configure, and maintain Zoom Phone dial plans, site configuration, number management, number normalization, emergency calling, user policies, auto attendants, call queues, shared line groups, voicemail policies, and related call flow standards.
- Plan and execute the enterprise migration from 8x8 to Zoom Phone, including discovery, design, phased cutover planning, number porting coordination, user readiness, validation testing, issue remediation, and post-migration stabilization.
- Establish engineering standards for user provisioning, calling features, number management, and service configuration; provide escalation support and guidance to the Service Desk for complex or non-standard changes.
- Monitor service health, call quality, utilization, licensing, and platform performance; identify trends and partner with stakeholders to improve the overall user experience.
- Troubleshoot complex issues involving SIP signaling, registration, routing, carrier connectivity, devices, call quality, and platform administration using structured problem-solving methods.
- Partner with Network teams to validate dependencies such as QoS, DNS, firewall rules, NAT, session border controller requirements, and internet circuit performance.
- Coordinate with carriers, vendors, and service providers for number porting, escalations, service requests, outages, and issue resolution.
- Support platform upgrades, migrations, acquisitions, new site implementations, feature rollouts, and resiliency improvements using defined change plans, validation steps, monitoring, and rollback plans.
- Identify opportunities to automate repeatable administrative work and improve reporting using PowerShell, Python, Microsoft Graph API, Zoom APIs, 8x8 APIs, or other vendor-specific APIs where practical.
- Develop and operate ITSM processes for incident, problem, and change management; create and maintain standards, runbooks, knowledge articles, call flow diagrams, and troubleshooting guides.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Strong working knowledge of UCaaS and enterprise voice concepts including SIP, dial plans, number management, emergency calling, call routing, queues, shared line groups, and voicemail administration.
- Hands-on understanding of Zoom Phone administration in a large enterprise environment, including site configuration, user policies, call flows, reporting, and operational standards.
- Demonstrated ability to troubleshoot complex voice issues using platform telemetry, call quality metrics, logs, carrier data, and structured problem-solving methods.
- Solid understanding of how latency, jitter, packet loss, QoS, DNS, NAT, and firewall configuration impact voice services and user experience.
- Ability to implement changes safely using change control discipline, validation practices, and clear rollback planning.
- Ability to translate technical findings into clear, actionable updates for stakeholders, support teams, vendors, and leadership.
- Strong documentation habits; able to produce standards, runbooks, and support documentation that are usable by others and reduce reliance on tribal knowledge.
- Effective prioritization in a multi-workstream environment, balancing incident response, operational upkeep, migration activities, and planned engineering work.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
- Bachelor's degree in IT, Computer Science, Telecommunications, or related field or equivalent practical experience.
- 5-7+ years experience engineering or supporting UCaaS, enterprise voice, VoIP, or telecommunications services in a large enterprise environment.
- Hands-on experience administering Zoom Phone in a production enterprise environment, including dial plans, site configuration, number management, call routing, auto attendants, call queues, shared line groups, and voicemail policies.
- Experience with 8x8 and enterprise UCaaS migrations, preferably including migration planning and execution from 8x8 to Zoom Phone.
- Experience designing and supporting dial plans, call routing, number inventory, emergency calling, auto attendants, hunt groups or call queues, voicemail, and carrier coordination in production.
- Experience working within formal ITSM practices and with telecommunications carriers, number porting, service delivery, and vendor escalation processes.
- Ability to participate in off-hours change windows as needed for maintenance activities, cutovers, or incident response.
