Sr. IT Engineer - Unified Communications

Job Summary

The Sr. IT Engineer – Unified Communications (UC) is a senior individual contributor responsible for the architecture, engineering, and operational excellence of enterprise voice, video, and collaboration platforms. This role owns the design, deployment, and ongoing support of Microsoft Teams and Cisco Unified Communications platforms, ensuring reliable, secure, and scalable communications services across global environments.

• Serve as a technical escalation point for complex UC issues and lead modernization efforts from legacy telephony to cloud-based collaboration.
• Architect, engineer, and support Microsoft Teams (chat, meetings, Teams Phone, Teams Rooms) and Cisco Unified Communications platforms including CUCM, Unity Connection, and Webex.
• Design and operate enterprise telephony services across Microsoft Teams Phone and Cisco CUCM, including PSTN connectivity using Direct Routing, Operator Connect, SIP trunking, and carrier integrations.
• Configure and maintain dial plans, numbering strategies, call routing, call admission control, and resiliency/failover designs.
• Manage voicemail, call forwarding, hunt groups, and call flows in mixed Cisco and Microsoft environments.
• Deploy, configure, and operate Session Border Controllers supporting SIP trunking and Teams Direct Routing; troubleshoot signaling and media issues.
• Partner with telecom carriers to manage circuits, SIP trunks, number porting, outages, and SLA reviews.
• Design and maintain Microsoft Teams Auto Attendants and Call Queues; support Cisco call routing constructs and integrate UC platforms with call center solutions.
• Engineer and support Microsoft Teams Rooms and Cisco collaboration room technologies; define room standards and lifecycle strategies.
• Implement and maintain E911 and emergency calling capabilities across platforms; ensure audit and compliance requirements are met.
• Execute UC changes through ITIL/ITSM processes using Service Now; develop runbooks, call flows, and technical documentation.
• Leverage Power Shell, APIs, and automation for UC administration, provisioning, and reporting; evaluate new UC technologies and lead modernization initiatives.
• Mentor junior engineers and support teams, providing guidance and coaching.

• Communication – effectively convey complex ideas and facilitate communication between stakeholders.
• Adaptability – proactively adapt to changing circumstances.
• Self‑Motivation – seek challenges and drive personal development.
• Teamwork – collaborate and support team members.
• Analytical Thinking – synthesize data and present insights.
• Detail‑Oriented – manage tasks, identify errors, and maintain quality.
• Organization – coordinate projects and delegate tasks.
• Problem‑Solving – identify and mitigate potential problems.
• Initiative – pursue new challenges and contribute innovative ideas.
• Technical Troubleshooting – prevent and solve technical issues.

• Intermediate expertise in cloud-based platforms and services.
• Intermediate experience managing and maintaining computer systems and networks for optimal performance and security.
• Intermediate familiarity with automation tools such as Puppet, Kernel Care, Tenable, or Tanium.
• Intermediate understanding of directory services like Active Directory and LDAP.
• Intermediate ability to implement and manage Dev Ops practices, including CI/CD, IaC, and monitoring.

• Solid experience with Teams Phone, Direct Routing, Operator Connect, and SBC platforms.
• Experience with Teams Rooms, Cisco room systems, and enterprise AV integrations.
• Proficient scripting/automation using Power Shell.
• Strong familiarity with ITIL/ITSM operating models.

• Cisco Collaboration certifications (CCNA/CCNP Collaboration) or Microsoft Teams/Voice certifications.

The estimated annual pay range for this position is $120,000–$170,000, which includes a base salary and varies based on experience, skills, and market location.

• Medical, vision, and dental coverage.
• 401(k) and flexible spending plans.

M/F/Disability/Protected Veteran Status.