Senior Unified Communications Engineer

Responsibilities

• Serve as a senior technical engineer and subject matter expert for Microsoft Teams Voice, telephony infrastructure, and CCaaS solutions (Five9 preferred).
• Lead the design, configuration, and deployment of enterprise-wide unified communications solutions, including migrations from legacy systems to Microsoft Teams Voice.
• Develop and maintain end-to-end Visio diagrams, call flow documentation, and detailed specifications for telephony solutions.
• Collaborate with business stakeholders to gather requirements and translate them into effective voice and collaboration designs that support business goals and processes.
• Develop telecommunications solutions addressing user and departmental needs across multiple business units.
• Administer, monitor, and troubleshoot telephony-related hardware, software, and infrastructure, including QoS, call routing, and trunking.
• Manage and optimize PSTN connectivity, including ISP provisioning, number porting, and circuit management.
• Perform root cause analysis and proactively identify system deficiencies or trends toward failure, recommending improvements for performance and reliability.
• Support ongoing voice modernization initiatives, ensuring high availability, scalability, and seamless integration across platforms and endpoints.
• Apply scripting (PowerShell and/or Python) to automate configuration, reporting, and operational tasks.
• Collaborate with other engineering teams, product owners, and service managers to ensure effective delivery and support of unified communications services.
• Contribute to Agile ceremonies and backlog refinement, continuously improving delivery practices and team efficiency.
• Mentor junior engineers and provide technical guidance, fostering collaboration and knowledge sharing within the voice engineering team.
• Perform other responsibilities as needed or assigned.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience, education and training)
• 4+ years of experience in enterprise telephony, VoIP, or unified communications engineering to include:
• Hands-on experience with Microsoft Teams Voice deployment and administration
• Experience with Five9 or other CCaaS platforms such as NICE, Genesys, or Cisco (Five9 preferred)
• Strong understanding of TDM, IP-PBX, and VM/UM integration
• Experience designing, administering, and troubleshooting dial plans, call flows, and vectors
• Proficiency with PowerShell and/or Python scripting for automation and system management
• Proven ability to work collaboratively across the business and IT teams

Additional Qualifications

• Knowledge of PRI, SIP (station and trunking), H.323, VOIP, analog, and digital telephony systems
• Familiarity with QoS/COS, traffic shaping, packet analysis, and troubleshooting IP voice performance
• Experience migrating legacy telephony systems to Microsoft Teams Voice in a large, complex enterprise
• Strong knowledge of networking fundamentals, SIP trunking, and ISP coordination
• Understanding of cybersecurity principles related to voice systems
• Familiarity with ITSM/ITIL practices and Agile methodologies (Scrum experience preferred)
• Experience with IVR, ACD, call recording, CTI, and CRM integrations
• Excellent documentation and communication skills for both technical and non-technical audiences
• Ability to mentor peers and contribute to a culture of continuous improvement