The Opportunity:

The UCF IT department within Facilities and Business Operations is seeking to hire a Unified Communications Engineer III (Voice). This role is responsible for designing, implementing, and maintaining enterprise voice services to ensure secure, reliable, and compliant communication across the university. This role supports a modern, converged voice and Microsoft 365 environment, delivering high-quality service through technical expertise, project execution, and a strong customer-first approach.

Responsibilities:

Voice Platform Engineering & Administration

• Design, implement, and support enterprise voice solutions, including Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBC), and related infrastructure.
• Administer and support Microsoft Teams Rooms (MTR), including hardware, configuration, and meeting room endpoints.
• Manage PoE infrastructure and endpoint provisioning, maintaining accurate inventory and service reliability.
• Monitor voice platform health and call quality using CQD and Call Analytics, proactively resolving issues.

Technical Support & Problem Resolution

• Troubleshoot and resolve complex voice issues, identifying root causes and implementing sustainable solutions.
• Manage incidents and service requests in ServiceNow with clear documentation and timely updates.
• Escalate issues appropriately, providing full context for efficient resolution.
• Support contact center integrations and configurations aligned with university needs.

Customer Engagement & Communication

• Serve as a primary contact for voice service requests, delivering clear and professional communication.
• Translate technical concepts into user-friendly language for non-technical stakeholders.
• Follow up to ensure issues are fully resolved and customer expectations are met.
• Collaborate with IT teams across M365, Infrastructure, and Security to coordinate changes.

Project Delivery & Migration

• Support the migration from legacy voice systems to Microsoft Teams Phone.
• Lead or contribute to voice-related projects, managing deliverables and communicating progress.
• Ensure E911 compliance (Kari's Law, Ray Baum's Act) across all configurations.
• Maintain thorough project documentation and implementation records.

Automation, Scripting & AI

• Develop PowerShell scripts to automate provisioning, reporting, and system maintenance tasks.
• Identify and recommend automation opportunities to improve efficiency.
• Support adoption of Microsoft AI capabilities related to voice services in collaboration with AI teams.

Vendor Research & Change Management

• Evaluate Microsoft Teams Phone updates and SBC vendor enhancements.
• Follow IT change management processes, including impact assessments and testing.
• Support PBX decommissioning activities.
• Provide structured recommendations based on vendor evaluations.

Mentoring & Knowledge Sharing

• Guide and support junior engineers, fostering technical and professional development.
• Contribute to team documentation and knowledge-sharing initiatives.

Professional Development

• Stay current with enterprise voice technologies, Microsoft Teams updates, and industry best practices.

Minimum Qualifications:

Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and Session Border Controllers (SBC).
• Strong knowledge of E911 compliance requirements, including Kari's Law and Ray Baum's Act.
• Experience administering Microsoft Teams Rooms (MTR) and integrated audio/video conferencing environments.
• Proficiency in PowerShell scripting for automation of voice provisioning, reporting, and system maintenance.
• Experience monitoring and optimizing call quality using CQD and Call Analytics.
• Familiarity with enterprise contact center integrations and voice-related configurations.
• Experience managing PoE infrastructure and large-scale endpoint provisioning.
• Knowledge of Microsoft 365 services and cross-platform integrations within an enterprise environment.
• Experience evaluating vendor solutions (e.g., SBCs) and supporting change management processes.
• Experience supporting voice system migrations, including PBX decommissioning in large organizations (preferably higher education).

Special Instructions to the Applicants:

The anticipated salary range for this position is $75,809 - $90,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H-1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

Working at UCF has its perks! UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance
• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

Department
UCF IT

Work Schedule
Monday - Friday, 8:00am - 5:00pm

Type of Appointment
Regular

Expected Salary
$75,809.00 to Negotiable

Job Posting End Date
07-10-2026-12-00-AM