Unified Communications Engineer II, Collaboration Platforms

The University Operations division at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

University Operations is seeking to hire a Unified Communications Engineer II, Collaboration Platforms. This role is responsible for supporting enterprise voice infrastructure and collaboration services used by faculty and staff across the institution. Working under the technical direction of the Senior Customer Engagement Platforms Engineer, this position implements, administers, and supports technologies including Microsoft Teams, Teams Phone, Direct Routing, session border controllers, voice gateways, and related communications services.

The role is responsible for maintaining reliable calling and collaboration platforms, troubleshooting technical issues, supporting user migrations, developing project documentation, and contributing to the successful delivery of communications initiatives that enhance connectivity across campus.

• Install, configure, and support voice gateways, including SIP, MGCP, and analog gateway technologies.
• Implement approved configuration changes on session border controllers (SBCs) and Direct Routing connections.
• Maintain E911 locations and emergency calling configurations.
• Administer and support Microsoft Teams collaboration and calling services, including Teams Phone, chat, channels, meetings, webinars, auto attendants, call queues, voicemail, and number assignments.
• Monitor service health, call quality, and system performance while maintaining configuration records and operational documentation.

• Diagnose and resolve calling, meeting, call routing, call quality, desk phone, and collaboration service issues.
• Utilize administrative and diagnostic tools to identify and address service disruptions.
• Manage incidents and service requests through Service Now and coordinate with internal and external support teams as needed.
• Escalate complex platform or architectural issues with appropriate technical documentation and analysis.

• Support user, department, and phone number migrations to Teams Phone and collaboration platforms.
• Coordinate number porting, desk phone provisioning, testing, and post-migration validation activities.
• Provide technical demonstrations and onboarding support for departments adopting new communications services.
• Partner with training and adoption teams to support end-user communications and change management efforts.

• Develop technical documentation, migration plans, testing plans, diagrams, and change records.
• Prepare rollback procedures and support implementation activities for approved changes.
• Provide project status updates and communicate risks, dependencies, and blockers to leadership and project stakeholders.

• Provide technical guidance on assigned tasks to junior staff and student employees.
• Deliver administrative training for departmental users responsible for call queues, auto attendants, and delegated platform administration.
• Contribute technical content and knowledge-sharing resources to support user training initiatives.

Bachelor’s degree and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree or an equivalent combination of education and…