Unified Communications Engineer III; Voice

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. It supports a modern, converged voice and Microsoft 365 environment, delivering high‐quality service through technical expertise, project execution, and a customer‑first approach.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Guide and support junior engineers, fostering technical and professional development.
• Contribute to team documentation and knowledge‑sharing initiatives.

• 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.
• Proficiency in enterprise voice service design, deployment, and administration within a Microsoft 365 environment.
• Experience supporting Microsoft Teams Phone, Direct Routing, SBCs, and Teams Rooms.
• Knowledge of E911 compliance requirements.
• Strong scripting skills using Power Shell for automation.
• Capacity to troubleshoot and resolve complex voice issues.
• Excellent communication skills and customer‑focus.

• Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and SBCs.
• Strong knowledge of E911 compliance requirements, including Kari’s Law and Ray Baum’s Act.
• Experience administering Microsoft Teams Rooms and integrated audio/video conferencing environments.
• Proficiency in Power Shell scripting for automation of voice provisioning and maintenance.
• Experience monitoring and optimizing call quality using CQD and Call Analytics.
• Familiarity with…