Unified Communications Engineer

Unified Communications (UCaaS) Engineer

Join Vacatia and help build the future of enterprise communications.

Vacatia is an innovative hospitality company reinventing the vacation ownership experience across discovery, booking, and stay. As our business continues to grow, so does the technology that connects our owners, guests, resort teams, and customer service professionals.

We're looking for a Unified Communications (UCaaS) Engineer to own and modernize Vacatia's cloud communications ecosystem. This newly created role will be responsible for designing, deploying, administering, and optimizing our enterprise Unified Communications as a Service (UCaaS) platforms while supporting contact center operations across corporate offices, resort properties, and remote employees.

This is an opportunity for a hands-on engineer who enjoys building scalable communications infrastructure, integrating cloud platforms, and delivering reliable voice, video, messaging, and collaboration experiences that directly impact both customers and employees.

Your Impact

As Vacatia's UCaaS Engineer, you will serve as the technical owner of our enterprise communications environment, ensuring our cloud voice and collaboration platforms are secure, scalable, highly available, and optimized for exceptional customer and employee experiences.

• Administer, configure, and optimize enterprise UCaaS platforms including Dialpad, Ring Central, Microsoft Teams Phone, Zoom Phone, Amazon Connect, and future cloud communication technologies.
• Manage user provisioning, licensing, softphone deployment, device configuration, and communications lifecycle management.
• Support enterprise collaboration capabilities including voice, video, messaging, conferencing, and mobility.

• Design and maintain enterprise call flows, IVRs, auto attendants, hunt groups, call queues, routing logic, voicemail, and emergency (E911) configurations.
• Optimize customer routing strategies to improve service levels and customer experience.
• Partner with Customer Service and Salesforce teams to enhance agent workflows, Service Cloud Voice capabilities, and contact center performance.

• Integrate UCaaS platforms with Salesforce, CRM systems, help desk platforms, Microsoft 365, Google Workspace, and other enterprise applications.
• Support API-based integrations and automation initiatives that improve operational efficiency and customer engagement.
• Collaborate with Product and Engineering teams on future communications innovations.

• Partner with Infrastructure teams to ensure network readiness for voice and video communications through QoS, bandwidth optimization, latency management, and troubleshooting.
• Monitor communications health, platform performance, SIP connectivity, and voice quality.
• Support business continuity, disaster recovery planning, and high availability across enterprise communications.

• Manage carrier relationships, SIP trunking, PSTN connectivity, DID inventory, number porting, telecommunications contracts, licensing, and vendor performance.
• Monitor SLAs, optimize licensing costs, and recommend improvements to reduce operational expenses while increasing reliability.
• Lead technology lifecycle planning and future communications platform enhancements.

• Implement communications security best practices including SIP security, fraud prevention, call recording compliance, access controls, and governance standards.
• Ensure enterprise voice infrastructure meets organizational security and compliance requirements.

• Evaluate emerging UCaaS, CCaaS, Voice AI, intelligent routing, and conversational AI technologies.
• Develop standards, documentation, operational procedures, and scalable architecture to support Vacatia's continued growth.
• Recommend new technologies that improve customer experience, employee productivity, and operational efficiency.

What You Bring

• 5+ years of experience administering Unified Communications (UCaaS), telecommunications, enterprise voice, or cloud communications environments.
• Hands-on experience with one or more platforms such as Dialpad, Ring Central, Microsoft Teams Phone, Zoom Phone, Amazon Connect, or similar cloud communications solutions.
• Strong understanding of call routing, IVRs, auto attendants, hunt groups, call queues, SIP trunking, PSTN connectivity, DID management, and enterprise voice architecture.
• Experience integrating communications platforms with Salesforce, Microsoft 365, Google Workspace, Zendesk, Hub Spot, or other enterprise business systems.
• Solid understanding of networking fundamentals including QoS, DNS, DHCP, VLANs, bandwidth planning, latency, packet loss, and voice quality optimization.
• Experience provisioning users, managing licensing, hardware deployment, softphones, IP phones, headsets, conference room systems, and enterprise…