Unified Communications Engineer III; Voice

Position: Unified Communications Engineer III (Voice)
## Unified Communications Engineer III (Voice)
Apply locations:
Orlando, FL (Main Campus) time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 10, 2026 (7 days left to apply) job requisition :
R113619
** Facilities and Business Operations:
** Facilities and Business Operations team at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: (Use the "Apply for this Job" box below). or Facebook and Instagram: UCF Facilities
** The Opportunity**:

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.
** Minimum Qualifications**:

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…