Sr. IT Engineer - Unified Communications

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:

* Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

* Continuous professional growth and leadership opportunities.

* Health, wellness, and financial benefits to offer peace of mind to you and your family.

* World-class facilities and the technology you need to thrive - in our offices or yours.

Job Summary

The Sr. IT Engineer - Unified Communications (UC) is a senior individual contributor responsible for the architecture, engineering, and operational excellence of enterprise voice, video, and collaboration platforms. This role owns the design, deployment, and ongoing support of Microsoft Teams and Cisco Unified Communications platforms, ensuring reliable, secure, and scalable communications services across global environments.

The engineer serves as a technical escalation point for complex UC issues, leads modernization efforts from legacy telephony to cloud-based collaboration, and partners with Network, Security, AV, Service Desk, and business stakeholders to deliver a consistent, high-quality user experience.

Role Description

As a senior IC and platform owner, this role acts as an escalation point and technical leader (without direct people management responsibility), driving UC services end-to-end from design through operations.

Enterprise Unified Communications Platforms (Core Scope)

* Engineer, administer, and support Microsoft Teams (chat, meetings, Teams Phone, Teams Rooms) and Cisco Unified Communications platforms, including CUCM, Unity Connection, and Webex (Calling, Meetings, and collaboration services).

* Own hybrid and cloud collaboration architectures, including coexistence and migration strategies between Cisco UC and Microsoft Teams.

* Define standards, reference architectures, and lifecycle strategies for UC platforms, endpoints, and services.

Enterprise Voice, Telephony, and Call Control

* Design, implement, and operate enterprise telephony services across Microsoft Teams Phone and Cisco CUCM environments.

* Engineer PSTN connectivity using Direct Routing, Operator Connect, SIP trunking, and carrier integrations.

* Configure and maintain dial plans, numbering strategies (DIDs), call routing, call admission control, and resiliency/failover designs across UC platforms.

* Manage voicemail, call forwarding, hunt groups, and enterprise call flows across mixed Cisco and Microsoft environments.

Session Border Controllers (SBC), SIP, and Telecom Integration

* Deploy, configure, and operate Session Border Controllers (SBCs) supporting SIP trunking and Teams Direct Routing.

* Troubleshoot complex signaling and media issues (SIP/RTP, one-way audio, call failures, codec negotiation).

* Partner with telecom carriers to manage circuits, SIP trunks, number porting, outages, and SLA reviews.

Auto Attendants, Call Queues, and Contact Center Enablement

* Design and maintain Microsoft Teams Auto Attendants and Call Queues aligned to business requirements.

* Support Cisco call routing constructs (hunt groups, translation patterns, route lists/patterns).

* Collaborate with contact center teams and vendors to integrate UC platforms with call center solutions where applicable.

Conference Rooms, AV, and Collaboration Endpoints

* Engineer and support Microsoft Teams Rooms (MTR) and Cisco collaboration room technologies.

* Define room standards, lifecycle refresh strategies, monitoring, and operational support models.

* Partner with Facilities and AV teams to ensure consistent conferencing experiences globally.

Emergency Calling, Compliance, and Reliability

* Implement and maintain E911 / emergency calling capabilities across Teams and Cisco platforms (including dynamic/nomadic location where applicable).

* Ensure UC platforms meet audit, compliance, and operational control requirements, including change tracking and documentation.

* Participate in major incident response, lead deep-dive root cause analysis (RCA), and drive corrective actions.

Operations, Change Management, and Documentation

* Execute all UC changes through established ITIL / ITSM change management processes (Service Now).

* Develop and maintain technical documentation, including runbooks, call flows, standards, diagrams, and troubleshooting guides.

* Serve as a senior escalation point and mentor junior engineers and support teams.

Automation and Continuous Improvement

* Leverage Power Shell, APIs, and automation to streamline UC administration, provisioning, and reporting.

* Evaluate new UC technologies, features, and vendors; provide recommendations aligned to enterprise strategy.

* Drive modernization initiatives, including…