We're looking for a Unified Communications (UCaaS) Engineer to own and modernize Vacatia's cloud communications ecosystem. This newly created role will be responsible for designing, deploying, administering, and optimizing our enterprise Unified Communications as a Service (UCaaS) platforms while supporting contact center operations across corporate offices, resort properties, and remote employees.
This is an opportunity for a hands-on engineer who enjoys building scalable communications infrastructure, integrating cloud platforms, and delivering reliable voice, video, messaging, and collaboration experiences that directly impact both customers and employees.
Your ImpactAs Vacatia's UCaaS Engineer, you will serve as the technical owner of our enterprise communications environment, ensuring our cloud voice and collaboration platforms are secure, scalable, highly available, and optimized for exceptional customer and employee experiences.
Unified Communications Administration- Administer, configure, and optimize enterprise UCaaS platforms including Dialpad, RingCentral, Microsoft Teams Phone, Zoom Phone, Amazon Connect, and future cloud communication technologies.
- Manage user provisioning, licensing, softphone deployment, device configuration, and communications lifecycle management.
- Support enterprise collaboration capabilities including voice, video, messaging, conferencing, and mobility.
Call Architecture & Contact Center Design- Design and maintain enterprise call flows, IVRs, auto attendants, hunt groups, call queues, routing logic, voicemail, and emergency (E911) configurations.
- Optimize customer routing strategies to improve service levels and customer experience.
- Partner with Customer Service and Salesforce teams to enhance agent workflows, Service Cloud Voice capabilities, and contact center performance.
Communications Integrations- Integrate UCaaS platforms with Salesforce, CRM systems, help desk platforms, Microsoft 365, Google Workspace, and other enterprise applications.
- Support API-based integrations and automation initiatives that improve operational efficiency and customer engagement.
- Collaborate with Product and Engineering teams on future communications innovations.
Network Performance & Voice Reliability- Partner with Infrastructure teams to ensure network readiness for voice and video communications through QoS, bandwidth optimization, latency management, and troubleshooting.
- Monitor communications health, platform performance, SIP connectivity, and voice quality.
- Support business continuity, disaster recovery planning, and high availability across enterprise communications.
Telecommunications & Vendor Management- Manage carrier relationships, SIP trunking, PSTN connectivity, DID inventory, number porting, telecommunications contracts, licensing, and vendor performance.
- Monitor SLAs, optimize licensing costs, and recommend improvements to reduce operational expenses while increasing reliability.
- Lead technology lifecycle planning and future communications platform enhancements.
Security & Governance- Implement communications security best practices including SIP security, fraud prevention, call recording compliance, access controls, and governance standards.
- Ensure enterprise voice infrastructure meets organizational security and compliance requirements.
Innovation & Continuous Improvement- Evaluate emerging UCaaS, CCaaS, Voice AI, intelligent routing, and conversational AI technologies.
- Develop standards, documentation, operational procedures, and scalable architecture to support Vacatia's continued growth.
- Recommend new technologies that improve customer experience, employee productivity, and operational efficiency.
What You Bring- 5+ years of experience administering Unified Communications (UCaaS), telecommunications, enterprise voice, or cloud communications environments.
- Hands-on experience with one or more platforms such as Dialpad, RingCentral, Microsoft Teams Phone, Zoom Phone, Amazon Connect, or similar cloud communications solutions.
- Strong understanding of call routing, IVRs, auto attendants, hunt groups, call queues, SIP trunking, PSTN connectivity, DID management, and enterprise voice architecture.
- Experience integrating communications platforms with Salesforce, Microsoft 365, Google Workspace, Zendesk, HubSpot, or other enterprise business systems.
- Solid understanding of networking fundamentals including QoS, DNS, DHCP, VLANs, bandwidth planning, latency, packet loss, and voice quality optimization.
- Experience provisioning users, managing licensing, hardware deployment, softphones, IP phones, headsets, conference room systems, and enterprise communications devices.
- Experience managing telecommunications vendors, cloud providers, carrier relationships, licensing, and service level agreements.
- Knowledge of voice security, communications governance, business continuity, and telecommunications compliance.
- Strong troubleshooting skills with the ability to diagnose issues across cloud platforms, networking, integrations, and endpoint devices.
- Excellent communication and collaboration skills with the ability to work effectively across technical and business teams.
- A builder's mindset with a passion for creating scalable systems, operational standards, and long-term communications strategies.
Preferred Qualifications- Experience supporting hospitality, travel, healthcare, retail, or other multi-site enterprise organizations.
- Experience with Amazon Connect, Salesforce Service Cloud Voice, or other CCaaS platforms.
- Familiarity with AWS networking and cloud infrastructure supporting communications platforms.
- Experience implementing Voice AI, conversational AI, intelligent IVRs, or automation technologies.
- Experience integrating workforce management (WFM), quality management, analytics, or reporting platforms.
- Knowledge of SD-WAN, enterprise networking, distributed communications infrastructure, or session border controllers.
- Experience with scripting or automation using Python, PowerShell, Node.js, or AWS Lambda.
- Familiarity with IT service management platforms such as Jira Service Management or ServiceNow.
- Industry certifications related to UCaaS, CCaaS, Microsoft Teams Voice, RingCentral, AWS, Cisco, or telecommunications.
Join Vacatia and help build the communications platforms that power exceptional customer experiences across one of hospitality's most innovative technology organizations. As our Unified Communications (UCaaS) Engineer, you'll own the cloud communications ecosystem that connects our owners, guests, resort teams, contact center agents, and corporate employees. You'll have the opportunity to modernize enterprise communications, influence future technology strategy, and deliver scalable solutions that make a measurable impact across the business.
