Position SummaryThe Unified Communications Engineer is responsible for the day-to-day operation, administration, and support of HUB's Microsoft Teams Phone environment, which serves 600+ offices and 65,000+ phone numbers. This role ensures reliable voice service through hands-on configuration, troubleshooting, and maintenance of the Teams Phone platform, and acts as an escalation point for telephony-related incidents. This is a core technical role supporting mission-critical communications infrastructure.
Responsibilities- Provide day-to-day operational support and administration of the Microsoft Teams Phone (Direct Routing / Operator Connect) environment.
- Configure and maintain user provisioning, call routing, auto attendants, and call queues within the Teams Admin Center.
- Troubleshoot and resolve voice quality, connectivity, and call-routing incidents across SBCs, PSTN carriers, and Teams Phone infrastructure.
- Act as an escalation point for the Service Desk on telephony-related incidents.
- Support office moves, adds, changes, and new site turn-ups, including DID assignment.
- Provide remote support for Teams-certified phone hardware, including remote troubleshooting, license/unit assignment, and guiding on-site staff or remote-hands vendors through device replacement or reconfiguration steps. (Physical AV/conference room hardware remains owned by the AV team.)
- Administer the Teams Phone environment using Teams Admin Center, Teams PowerShell, and Microsoft Graph API for configuration, reporting, and routine automation.
- Monitor Call Quality Dashboard (CQD), PSTN usage reports, minute pools, and audio conferencing dial-out usage to help identify and address service issues.
- Maintain documentation, runbooks, and standard operating procedures for the Teams Phone environment.
- Effectively communicate with users, peers, vendors, and management, blending appropriate levels of detail to ensure understanding.
Additional Duties may include:
- Participate in an on-call rotation for after-hours voice incidents affecting mission-critical systems.
- Ongoing assistance with assigned workload/go-lives, occasionally requiring night and weekend support.
Qualifications:
- Provide day-to-day operational support and administration of the Microsoft Teams Phone (Direct Routing / Operator Connect) environment.
- Configure and maintain user provisioning, call routing, auto attendants, and call queues within the Teams Admin Center.
- Troubleshoot and resolve voice quality, connectivity, and call-routing incidents across SBCs, PSTN carriers, and Teams Phone infrastructure.
- Act as an escalation point for the Service Desk on telephony-related incidents.
- Support office moves, adds, changes, and new site turn-ups, including DID assignment.
- Provide remote support for Teams-certified phone hardware, including remote troubleshooting, license/unit assignment, and guiding on-site staff or remote-hands vendors through device replacement or reconfiguration steps. (Physical AV/conference room hardware remains owned by the AV team.)
- Administer the Teams Phone environment using Teams Admin Center, Teams PowerShell, and Microsoft Graph API for configuration, reporting, and routine automation.
- Monitor Call Quality Dashboard (CQD), PSTN usage reports, minute pools, and audio conferencing dial-out usage to help identify and address service issues.
- Maintain documentation, runbooks, and standard operating procedures for the Teams Phone environment.
- Effectively communicate with users, peers, vendors, and management, blending appropriate levels of detail to ensure understanding.
Additional Duties may include:
- Participate in an on-call rotation for after-hours voice incidents affecting mission-critical systems.
- Ongoing assistance with assigned workload/go-lives, occasionally requiring night and weekend support.
The expected salary range for this position is $105,000.00 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages: health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.
What we offer youWe invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.
- Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
- Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
- A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career
