Unified Communications Engineer

Responsibilities

• Administer and engineer enterprise cloud‑based Unified Communications platforms
• Design, configure, and maintain calling and contact center services
• Develop and manage enterprise dial plans, numbering strategies, E911 configurations
• Monitor, maintain, and optimize UC and Contact Center platforms
• Provide Tier 3 / highest‑level technical support and escalation management
• Manage full user, license, and role lifecycle governance
• Design, implement, and support integrations between communications platforms and enterprise systems
• Ensure security, compliance, and audit readiness by implementing platform controls
• Develop and maintain reporting, analytics, and dashboards
• Lead or support migrations and major initiatives
• Create and maintain comprehensive technical documentation
• Partner with enterprise stakeholders and customers as a trusted technical advisor

• Bachelor's Degree in Information Technology, Computer Science or Engineering OR Associates Degree with 5 years equivalent practical experience
• 5 years of experience supporting enterprise Unified Communications and/or Contact Center platforms, including cloud‑based UCaaS and CCaaS solutions
• 5 years of hands‑on administration and engineering experience with Cisco Webex Calling and Webex Contact Center
• 5 years of experience designing, deploying, and supporting call routing and telephony services
• 5 years of proven ability to troubleshoot complex UC and Contact Center issues
• 3 years of experience with enterprise integrations
• 3 years of experience with reporting, analytics, and Workforce Optimization tools
• ITIL 4 Certificate within 6 months and Cisco Certified Specialist – Collaboration Core certificate upon hire are required