Senior Unified Communications Engineer - Hybrid, Minneapolis MN

POSITION PURPOSE The Senior Unified Communications Engineer designs, implements, administers, and supports enterprise voice, contact center, omni-channel, messaging, video, and collaboration platforms. The role partners with business stakeholders, vendors, and IT teams to deliver secure, scalable, and reliable communication solutions that enhance employee productivity and customer engagement. The role leads solution design, deployment, troubleshooting, lifecycle management, and continuous improvement while providing technical leadership across the enterprise communications environment. HYBRID SCHEDULE - This role requires candidates live within a reasonable commuting distance of our Minneapolis World HQ to support onsite events on a consistent basis, at least 3-4 times per month. KEY ACCOUNTABILITIES • Design, implement, administer, and support enterprise voice, contact center, omni-channel, messaging, video, and collaboration platforms. • Lead requirements gathering, solution design, testing, deployment, and lifecycle management of unified communications and contact center solutions. • Partner with business stakeholders, vendors, and IT teams to evaluate requirements and deliver secure, scalable, and reliable communication services. • Manage system configuration, integrations, capacity, performance, and availability to ensure operational excellence. • Ensure appropriate security, compliance, access controls, and governance across supported platforms. • Provide technical leadership for troubleshooting, incident resolution, vendor management, modernization efforts, and continuous improvement initiatives. • Develop and maintain technical documentation, operational procedures, and disaster recovery plans. • Lead testing, change management, implementation, and transition-to-support activities for new and enhanced services. • Develop technology roadmaps and capacity plans for assigned platforms. • Provide Tier 3 support and participate in on-call support rotations. • Collaborate across infrastructure, security, application, and business teams to support enterprise communication and customer engagement services. • Stay current on emerging technologies and evaluate opportunities to improve services and user experience. • Perform other duties as assigned. KNOWLEDGE REQUIREMENTS • Experience with SIP/VoIP, contact center, omni-channel, video, messaging, and collaboration technologies. • Strong troubleshooting, systems integration, networking, and security skills. • Experience providing operational support, incident management, and technical leadership for enterprise communication platforms. • Experience with CCaaS, including Webex Calling, Webex Contact Center, or similar unified communications and contact center platforms. • Experience supporting AI-enabled customer engagement and omni communication channels. REQUIRED QUALIFICATIONS • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience. • Five (5) or more years of experience supporting enterprise unified communications, contact center, and collaboration platforms. • Experience leading technical projects and working with vendors and business stakeholders. • Strong communication, analytical, and problem-solving skills. • Ability to manage multiple priorities and work independently. • Cisco, ITIL, or other relevant industry certifications. • Experience working in a highly regulated or healthcare-related environment. Role requires on call support rotation approximately once every 6-8 weeks (on call for a week to cover 4pm-7am hours Mon to Sun) PREFERRED QUALIFICATIONS Additional qualifications that may increase effectiveness • AI Fluency: L2 - Working user level of proficiency. Uses AI independently for common tasks, understands effective prompting and how to verify AI-generated information. NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information