Unified Communications Engineer

Job Purpose

The Unified Communications Engineer is responsible for the configuration, operation, support, and continuous improvement of enterprise voice and collaboration services across cloud, hybrid, and data center environments. The role contributes technical expertise to infrastructure initiatives and helps maintain secure, resilient, and highly available communication services through integration, troubleshooting, automation, lifecycle management, documentation, and disaster recovery

Job Description

• Design, configure, monitor, administer, and continuously improve Unified Communications services across cloud, hybrid, and data center environments.
• Contribute technical expertise to infrastructure projects involving voice, collaboration, monitoring, security, service continuity, and capacity planning.
• Support the engineering and administration of Microsoft Teams Phone, Cisco CUCM, Ribbon SBCs, voice gateways, provider connectivity, dial plans, call routing, backups, restoration, and disaster recovery.
• Configure and maintain SIP and, where applicable, legacy H.323 integrations, applying networking and QoS principles to support reliable voice and video services.
• Perform system health checks, availability monitoring, performance analysis, optimization, and capacity planning, identifying risks and recommending corrective actions.
• Participate in complex incident diagnosis, root-cause analysis, major-problem resolution, and post-incident reviews in coordination with internal teams and vendors.
• Plan and implement upgrades, migrations, patches, and configuration changes, assessing technical risk, compatibility, rollback, and operational impact.
• Develop and maintain PowerShell scripts and Azure Automation workflows that improve reliability, consistency, efficiency, and control.
• Provide technical support for meeting-room design, audiovisual integration, smart scheduling, monitoring, and complex troubleshooting.
• Maintain architecture records, standards, inventories, operating procedures, recovery documentation, and support knowledge.
• Support technical evaluations, quotations, supplier assessments, purchase-order input, licensing and renewal activities, and validation of equipment and service requirements.
• Participate in planned maintenance windows, after-hours escalation, and global or regional service coverage as required.
• Contribute to technical standards, proofs of concept, lifecycle roadmaps, and adoption of relevant industry practices while sharing knowledge with less-experienced engineers.

The services in scope include:

• Microsoft Teams Phone and associated Microsoft 365 collaboration capabilities.
• Cisco Unified Communications Manager, voice gateways, and legacy voice integrations.
• Session Border Controllers, PSTN and telecom provider connectivity, SIP trunks, dial plans, call routing, and related voice protocols.

Meeting-room and audiovisual collaboration technologies, monitoring, automation, documentation, backup, and disaster recovery.

You are meant for this job if:

Must have:

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field, or equivalent practical experience.
• Three or more years of relevant experience in Unified Communications, collaboration, voice, or a closely related infrastructure field, including participation in technical initiatives.
• Relevant Microsoft or cloud certification, such as Azure Administrator Associate, MS-721, or equivalent, is preferred.
• Practical knowledge of Microsoft Teams Phone, Cisco CUCM, Ribbon SBCs, voice gateways, dial plans, call routing, PSTN connectivity, and SIP/H.323 protocols.
• Good understanding of networking and infrastructure concepts, including TCP/IP, DNS, HTTP, VPN, Active Directory, Group Policy, QoS, server operating systems, and virtualization.
• Experience with PowerShell and automation for administration, monitoring, and operational efficiency.
• Experience troubleshooting incidents, performing root-cause analysis, implementing changes and upgrades, and maintaining technical documentation and operating procedures.
• Strong analytical, problem-solving, communication, and collaboration skills, with attention to detail and fluency in English.

Nice to have:

• Experience with meeting-room and audiovisual technologies, smart scheduling solutions, and global enterprise service delivery.
• Familiarity with Azure Automation, ITIL practices, Lean ways of working, change management, post-incident reviews, and technology evaluation.
• Relevant voice or collaboration certification, such as CCNP Collaboration, SBC Edge certification, or equivalent, is preferred.

Skills