Engineer - Unified Communications & Collaboration

Description Position at Mac Allister Machinery Engineer - Unified Communications & Collaboration Position Summary The Unified Communications & Collaboration Engineer is responsible for the design, administration, support, and optimization of the organization's voice, collaboration, and conference room technologies. This role manages Cisco and Microsoft Teams telephony platforms, contact center solutions, voicemail systems, and audio/visual technologies across the enterprise. The ideal candidate will possess strong expertise in unified communications and collaboration technologies, along with networking experience in Cisco, Fortinet, and SD-WAN environments.

Position Duties/Responsibilities

Primary Responsibilities:

Unified Communications Administration Administer, support, and optimize Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Contact Center, and Microsoft Teams Calling, including users, policies, call routing, auto attendants, call queues, voicemail, and contact center workflows.

Monitor and test platform health and service availability; troubleshoot call quality, routing, connectivity, and other voice or collaboration issues.

Maintain operational documentation, platform standards, lifecycle plans, and service improvement recommendations for enterprise communications technologies

Assess system performance, utilization, and trends to identify opportunities for improving communication and collaboration services

Analyze short-term and long-term business needs and translate into business requirements, making recommendations on solutions that support organizational objectives

Conference Room & Collaboration Technology Design and standardize conference room solutions by evaluating business requirements and selecting appropriate displays, cameras, microphones, speakers, controls, and collaboration devices.

Manage and support Microsoft Teams Rooms, Cisco Room Kits, and related conferencing platforms, coordinating installations, upgrades, vendor activities, and equipment lifecycle replacements.

Telecommunications & Mobility Services Order, provision, and maintain an accurate inventory of network circuits, including Dedicated Internet Access (DIA), coax, fiber, and Starlink services.

Lead the management of enterprise mobility services, including carrier relationships, service governance, technology standards, and lifecycle strategy for mobile devices. Provide Tier 3 support and technical guidance for escalated mobility, wireless, and device-related issues.

Review network and mobile carrier invoices for billing accuracy, resolve discrepancies, validate charges against contracts and inventory, and identify cost optimization opportunities.

Network & Infrastructure Support Collaborate with network teams to support reliable voice and video services, including QoS, VLAN, SIP, connectivity, and performance troubleshooting.

Assist with Cisco, Fortinet, and SD-WAN initiatives that support secure, resilient branch connectivity and collaboration services

Position Requirements

Required:

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

Minimum of 5 years of experience supporting enterprise voice and collaboration platforms.

Experience administering:

Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection Cisco Contact Center Microsoft Teams Calling Strong understanding of SIP, VoIP, telephony architecture, and call routing

Experience supporting enterprise conferencing and audio/video technologies

Preferred:

Experience with Cisco networking technologies including switching, routing, and wireless.

Experience with Fortinet firewalls and security solutions.

Experience supporting SD-WAN technologies.

Familiarity with Microsoft Teams Rooms and modern workplace collaboration technologies.

Cisco, Microsoft, Fortinet, or related industry certifications. ITIL Foundation or similar process framework

Knowledge, Skills, And Abilities The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Strong knowledge of enterprise voice and unified communications platforms, including Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Contact Center, Microsoft Teams Calling, and Teams Rooms.

Strong knowledge of VoIP and telephony architecture, including SIP trunking, dial plans,…