Unified Communications Engineer

The 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: • 2+ years of experience administering Microsoft Teams Phone (Direct Routing, Operator Connect, or Calling Plans). • Working knowledge of SIP, PSTN, DID/TFN, and Session Border Controller (SBC) concepts. • Familiarity with Teams Phone licensing and license/unit assignment, and comfort guiding remote-hands steps for Teams-certified phone hardware. • Working knowledge of Teams Admin Center, Teams PowerShell, and Microsoft Graph API. • Experience with Call Quality Dashboard (CQD) or similar voice analytics tools a plus. • Awareness of data security/compliance considerations for telephony systems (e.g., call recording retention) desirable, as HUB moves toward more formal compliance requirements in this area. • Well-organized, detail-oriented, adaptable, and self-motivated, with strong troubleshooting and problem-solving skills. • Strong communication and customer service skills. • Prefer 3+ years of previous IT/Telecom experience. What we offer you We invest in your growth. HUB offers structured training, licensing support, and ongoing development opportunities designed to accelerate your career. Benefits and programs vary based on employment status, role, location, and applicable eligibility requirements. • 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