Unified Communications Engineer

• →Design, configure, and maintain enterprise unified communications solutions, including voice, video, instant messaging, presence, and conferencing services across on‑premise and cloud environments.
• →Monitor the performance and health of telecommunications and UC networks, analyze key performance indicators, and proactively identify bottlenecks and service degradation.
• →Perform advanced troubleshooting, root‑cause analysis, and remediation for complex telecommunications and UC incidents and problems, including escalations from Tier II support.
• →Develop and document standards, runbooks, and configuration baselines for UC platforms, gateways, trunks, SBCs, and related telecommunications infrastructure.
• →Collaborate with network, security, infrastructure, and service desk teams to plan and execute changes, upgrades, and migrations while minimizing user impact.
• →Produce technical reports, capacity and utilization analyses, and recommendations to inform strategic improvements to the telecommunications and UC environment.
• →Provide training, knowledge transfer, and expert guidance to customers and internal support teams on telecommunications and UC capabilities and best practices.
• →Support compliance with federal security, privacy, and records requirements by implementing and maintaining appropriate controls in UC and telecommunications solutions.

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field, or equivalent relevant experience.
• 8+ years of progressive experience in telecommunications engineering, unified communications, or voice network engineering, including senior‑level responsibility in large enterprise or federal environments.
• Hands‑on experience designing, configuring, and supporting enterprise UC/telephony platforms (such as Cisco, Microsoft Teams Phone, Avaya, or similar), including dial plans, call routing, voicemail, and conferencing.
• Demonstrated experience monitoring and analyzing telecommunications/UC performance metrics and using monitoring tools to diagnose and resolve complex issues.
• Experience operating within secure federal or regulated environments, including adherence to security and change management processes, and the ability to obtain and maintain a SECRET clearance as required.
• Strong written and verbal communication skills, including the ability to draft clear technical documentation and convey complex technical information to non‑technical stakeholders.

• Advanced experience integrating UC platforms with contact centers, IVR, recording, and collaboration tools in support of enterprise call center or mission operations.
• Relevant industry certifications in telecommunications or unified communications (for example, vendor UC certifications, VoIP, SIP, or network engineering certifications).
• Experience supporting or leading telecommunications and UC modernization initiatives, migrations to cloud collaboration platforms, or large multi‑site deployments.
• Familiarity with ITIL‑aligned service management practices and working within structured incident, problem, and change management processes.
• Experience preparing technical reports and recommendations for leadership on telecommunications capacity, performance, risk, and investment priorities.

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All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.