Unified Communications Engineer III (Voice)

About the role

The UCF IT department within Facilities and Business Operations is seeking to hire a Unified Communications Engineer III (Voice).

Responsibilities

• Design, implement, and support enterprise voice solutions, including Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBC), and related infrastructure.
• Administer and support Microsoft Teams Rooms (MTR), including hardware, configuration, and meeting room endpoints.
• Manage PoE infrastructure and endpoint provisioning, maintaining accurate inventory and service reliability.
• Monitor voice platform health and call quality using CQD and Call Analytics, proactively resolving issues.
• Troubleshoot and resolve complex voice issues, identifying root causes and implementing sustainable solutions.
• Manage incidents and service requests in ServiceNow with clear documentation and timely updates.
• Escalate issues appropriately, providing full context for efficient resolution.
• Serve as a primary contact for voice service requests, delivering clear and professional communication.
• Translate technical concepts into user-friendly language for non-technical stakeholders.
• Follow up to ensure issues are fully resolved and customer expectations are met.
• Collaborate with IT teams across M365, Infrastructure, and Security to coordinate changes.
• Support the migration from legacy voice systems to Microsoft Teams Phone.
• Lead or contribute to voice-related projects, managing deliverables and communicating progress.
• Ensure E911 compliance (Kari’s Law, Ray Baum’s Act) across all configurations.
• Maintain thorough project documentation and implementation records.
• Develop PowerShell scripts to automate provisioning, reporting, and system maintenance tasks.
• Identify and recommend automation opportunities to improve efficiency.
• Support adoption of Microsoft AI capabilities related to voice services in collaboration with AI teams.
• Evaluate Microsoft Teams Phone updates and SBC vendor enhancements.
• Follow IT change management processes, including impact assessments and sign.
• Support PBX decommissioning activities.
• Provide structured recommendations based on vendor evaluations.
• Guide and support junior engineers, fostering technical and professional development.
• Contribute to team documentation and knowledge-sharing initiatives.
• Stay current with enterprise voice technologies, Microsoft Teams updates, and industry best practices.

Requirements

• Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
• Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and Session Border Controllers (SBC).
• Strong knowledge of E911 compliance requirements, including Kari’s Law and Ray Baum’s Act.
• Experience administering Microsoft Teams Rooms (MTR) and integrated audio/video conferencing environments.
• Proficiency in PowerShell scripting for automation of voice provisioning, reporting, and system maintenance.
• Experience monitoring and optimizing call quality using CQD and Call Analytics.
• Familiarity with enterprise contact center integrations and voice-related configurations.
• Experience managing PoE infrastructure and large-scale endpoint provisioning.
• Knowledge of Microsoft 365 services and cross-platform integrations within an enterprise environment.
• Experience evaluating vendor solutions (e.g., SBCs) and supporting change management processes.
• Experience supporting voice system migrations, including PBX decommissioning in large organizations (preferably higher education).

Qualifications

• Minimum Qualifications: Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
• Preferred Qualifications: Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and Session Border Controllers (SBC); Strong knowledge of E911 compliance requirements, including Kari’s Law and Ray Baum’s Act; Experience administering Microsoft Teams Rooms (MTR) and integrated audio/video conferencing environments; Proficiency in PowerShell scripting for automation of voice provisioning, reporting, and system maintenance; Experience monitoring and optimizing call quality using CQD and Call Analytics; Familiarity with enterprise contact center integrations and voice-related configurations; Experience managing PoE infrastructure and large-scale endpoint provisioning; Knowledge of Microsoft 365 services and cross-platform integrations within an enterprise environment; Experience evaluating vendor solutions (e.g., SBCs) and supporting change management processes; Experience supporting voice system migrations, including PBX decommissioning in large organizations (preferably higher education).