Lead Unified Communications Engineer

Drive innovation in Unified Communications while leading complex deployments and technical excellence.

Structured Communication Systems, Inc is seeking a Lead Unified Communications Engineer to join our Unified Communication team.

As part of our team, you will be a lead technical resource and escalation point for complex customer environments, supporting the design, implementation, optimization, and maintenance of Unified Communications solutions.

The Lead Unified Communications Engineer collaborates with Structured’s customers, sales team engineers, and vendors to develop and deliver communication solutions that align with business and technical requirements. This position provides technical guidance to engineering staff, supports troubleshooting and service delivery activities, participates in pre‑sales engagements, and contributes to the continuous improvement of operational processes, documentation, and service quality.

Successful candidates will demonstrate strong technical expertise in Unified Communications technologies, effective communication and customer service skills, and the ability to work collaboratively across cross‑functional teams to support customer and organizational objectives.

Compensation: $ – $ (annually)

(Must maintain a valid driver’s license and motor vehicle insurance – at least equal to the state’s minimum coverage requirements.)

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the day‑to‑day operations of Structured’s Unified Communications (UC) Engineers in delivering Professional Services for system implementations and long‑term support contracts.
• Serves as an escalation point for UC Engineers, assisting with the triage of complex incidents while sharing expertise and best practices.
• Supervises the status of projects and work assignments.
• Ensures appropriate staffing levels and schedules are maintained to support operational requirements.
• Facilitates the professional development of UC Engineers through training, mentorship, coaching, and knowledge sharing.
• Participates in an on‑call management escalation rotation as required.
• Interfaces with customers and end users to design, implement and manage Unified Communications solutions.
• Translates business requirements into functional and technical specifications.
• Develops solution implementation plans for customers.
• Creates alternative solution designs to meet customer performance, operational, and cost objectives.
• Documents solution designs, project scope, and implementation requirements in a clear, concise, and accurate manner.
• Supports customers through implementation activities and provides knowledge transfer as needed.
• Collects and analyzes information necessary to effectively troubleshoot and triage incidents and service requests in accordance with service level agreements (SLAs).
• Diagnoses, troubleshoots, and resolves hardware, software, network, and system‑related issues, replacing defective components when necessary.
• Follows established policies and procedures for documenting and tracking activities within Structured’s CRM and ticketing systems.
• Assists Structured’s Sales team throughout the pre‑sales process by providing technical expertise and solution recommendations.
• Effectively communicates Structured’s value proposition through customer presentations, proposals, and supporting collateral.
• Provides input for Professional Services Statements of Work (SOWs), develops SOWs as directed, and provides project management support as needed.
• Performs additional duties as assigned.
• Promotes and maintains the highest standard of customer service at all times.
• Ability to maintain and continually develop accurate product and application knowledge.
• Excellent leadership, communication, and interpersonal skills.
• Skilled in communicating, fostering, and maintaining relationships with…