Unified Communications Engineer III; Voice
Listed on 2026-07-05
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IT/Tech
Systems Engineer, IT Specialist
Unified Communications Engineer III (Voice)
The UCF IT department within Facilities and Business Operations is seeking to hire a Unified Communications Engineer III (Voice). This role is responsible for designing, implementing, and maintaining enterprise voice services to ensure secure, reliable, and compliant communication across the university. This role supports a modern, converged voice and Microsoft 365 environment, delivering high-quality service through technical expertise, project execution, and a strong customer-first approach.
Responsibilities:Voice Platform Engineering & Administration
- Design, implement, and support enterprise voice solutions, including Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBC), and related infrastructure.
- Administer and support Microsoft Teams Rooms (MTR), including hardware, configuration, and meeting room endpoints.
- Manage PoE infrastructure and endpoint provisioning, maintaining accurate inventory and service reliability.
- Monitor voice platform health and call quality using CQD and Call Analytics, proactively resolving issues.
Technical Support & Problem Resolution
- Troubleshoot and resolve complex voice issues, identifying root causes and implementing sustainable solutions.
- Manage incidents and service requests in Service Now with clear documentation and timely updates.
- Escalate issues appropriately, providing full context for efficient resolution.
- Support contact center integrations and configurations aligned with university needs.
Customer Engagement & Communication
- Serve as a primary contact for voice service requests, delivering clear and professional communication.
- Translate technical concepts into user-friendly language for non-technical stakeholders.
- Follow up to ensure issues are fully resolved and customer expectations are met.
- Collaborate with IT teams across M365, Infrastructure, and Security to coordinate changes.
Project Delivery & Migration
- Support the migration from legacy voice systems to Microsoft Teams Phone.
- Lead or contribute to voice-related projects, managing deliverables and communicating progress.
- Ensure E911 compliance (Kari's Law, Ray Baum's Act) across all configurations.
- Maintain thorough project documentation and implementation records.
Automation, Scripting & AI
- Develop Power Shell scripts to automate provisioning, reporting, and system maintenance tasks.
- Identify and recommend automation opportunities to improve efficiency.
- Support adoption of Microsoft AI capabilities related to voice services in collaboration with AI teams.
Vendor Research & Change Management
- Evaluate Microsoft Teams Phone updates and SBC vendor enhancements.
- Follow IT change management processes, including impact assessments and testing.
- Support PBX decommissioning activities.
- Provide structured recommendations based on vendor evaluations.
Mentoring & Knowledge Sharing
- Guide and support junior engineers, fostering technical and professional development.
- Contribute to team documentation and knowledge-sharing initiatives.
Professional Development
- Stay current with enterprise voice technologies, Microsoft Teams updates, and industry best practices.
Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
Preferred Qualifications:- Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and Session Border Controllers (SBC).
- Strong knowledge of E911 compliance requirements, including Kari's Law and Ray Baum's Act.
- Experience administering Microsoft Teams Rooms (MTR) and integrated audio/video conferencing environments.
- Proficiency in Power Shell scripting for automation of voice provisioning, reporting, and system maintenance.
- Experience monitoring and optimizing call quality using CQD and Call Analytics.
- Familiarity with enterprise contact center integrations and voice-related configurations.
- Experience managing PoE infrastructure and large-scale endpoint provisioning.
- Knowledge of Microsoft 365 services and cross-platform integrations…
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