Senior Unified Communication Engineer

Improvix Technologies•South Laurel, MD

About The Position

Improvix Technologies is looking for a Unified Communications (UC) Engineer to support one of our Federal customers by delivering expert-level engineering, operations, and modernization support across the enterprise. This role covers voice, video, conferencing, collaboration (including Microsoft Teams), streaming, digital signage, and call-center platforms serving a large, geographically dispersed federal agency. The UC Engineer will contribute to the modernization of agency’s infrastructure — transitioning from legacy Polycom and Crestron systems to modern COTS solutions such as Microsoft Teams — while maintaining continuity of operations for existing systems. The engineer will work collaboratively with federal stakeholders, the UC Lead, and partner teams (Engineering, Network, Security, Architecture, and IT Field Services) to ensure a consistent, secure, and user-friendly UC experience enterprise-wide.

Requirements

CUCM, Expressway, CMS, CMM, TMS, UCCX
Cisco Prime / ISE; WebEx Meetings/Teams and room endpoints
RealPresence endpoints, DMA, RMX, Resource Manager, HDX/Executive systems
Aura/One-X/softphones, AES; interoperability with Cisco UC core
Cisco/vBrick video portal and VOD platforms
ConnectedSign digital signage
SIP, PRI, MGCP, ISDN, H.323 protocols
QoS/DSCP, NetFlow, WAN/MPLS
Microsoft Teams (administration, integration, and modernization)
Microsoft 365 collaboration suite
ServiceNow (incident, change, and asset management)
SolarWinds, StealthWatch (monitoring and QoS)
Splunk (log analysis and troubleshooting)
Visio (architecture and technical documentation)
Must be eligible for and obtain Secret clearance.
Must be a U.S. Citizen.
Must be able to support 24x7 on-call incident response rotation as needed.
Must be willing and able to travel CONUS to field offices on an as-needed basis
Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field; or equivalent combination of education and professional experience.

Nice To Haves

7–10+ years of UC engineering and operations experience in large enterprise or federal government environments.
CCNP/CCIE Collaboration-level knowledge and demonstrated experience leading complex incident resolution.
Experience supporting nationwide UC deployments across geographically dispersed sites.
Experience with executive-level event AV/UC support.
Familiarity with hybrid cloud integration for UC platforms and performance management for real-time media.
Experience in delivering UC modernization projects, including transitions to Microsoft Teams or similar COTS platforms.
Experience with Agile/Scrum methodologies on IT operations contracts.
Cisco CCNP Collaboration or CCIE Collaboration (strongly preferred)
Microsoft Certified: Teams Administrator Associate or equivalent
ITIL v4 Foundation or higher
Poly/Avaya OEM certifications (a plus)

Responsibilities

Perform day-to-day O&M of existing UC systems (Polycom, Crestron, Cisco UC, Avaya) to ensure minimal downtime and optimal performance.
Troubleshoot Tier II–III incidents for voice, video, conferencing, streaming, digital signage, eFax, and UC call-center platforms.
Provide proactive monitoring and support to maintain system reliability and user satisfaction.
Support the Media Operations Center (MOC) during core hours and on-call rotations.
Assess the current UC environment; contribute to and execute the modernization roadmap toward COTS solutions (e.g., Microsoft Teams).
Design and implement scalable, cloud-integrated UC architecture that integrates seamlessly with existing enterprise systems.
Eliminate or replace legacy hardware to reduce CapEx while improving reliability and usability.
Support migration strategy, including increasing adoption of Cisco UC platforms as appropriate.
Architect, implement, and upgrade Cisco UC core components: CUCM, Expressway, CMS, CMM, TMS, UCCX.
Administer and maintain WebEx Meetings/Teams and Cisco room endpoints.
Manage Cisco/vBrick streaming and ConnectedSign digital signage platforms.
Administer Poly (Polycom) platforms: RealPresence endpoints, DMA, RMX, Resource Manager, HDX/Executive systems.
Support Avaya Aura/One-X/softphones and AES; ensure interoperability with Cisco UC core.
Ensure QoS delivery across UC traffic: DSCP/NetFlow, jitter/latency monitoring using SolarWinds/StealthWatch.
Manage SIP/PRI/MGCP/ISDN/H.323 protocols; support survivable gateways and WAN/MPLS configurations.
Develop 'how-to-use' guides for UC systems, Field Support personnel, and end users.
Simplify user interfaces and workflows for conference room systems to improve ease of use.
Provide training and documentation to staff to support effective adoption of new UC solutions.
Ensure a consistent, simple, and intuitive UIUX experience across the UC enterprise.
Ensure interoperability between UC solutions and enterprise systems (email, calendaring, collaboration tools).
Integrate UC solutions with Federal IT security requirements and frameworks.
Support security accreditation (ATO) activities related to UC systems; maintain compliance documentation.
Maintain and update UC standards, build guides, runbooks, configuration baselines, and inventory documentation.
Coordinate regional field engineering for deployments, site surveys, and ticket resolution via ServiceNow.
Provide monthly and on-demand performance reports covering system uptime, issue resolution times, user satisfaction, and cost savings.
Travel to field offices as needed to support critical failures, modernization efforts, decommissioning, and upgrades.
Work closely with the UC Lead, federal stakeholders, Engineering, Security, Architecture, Network, and IT Field Services (ITFS) teams.
Evaluate emerging UC technologies and provide recommendations to support best-value acquisitions for the UC enterprise.
Champion automation adoption within UC operations and contribute to an automation-first operational culture.