Senior Unified Communications Engineer-797

Hillsborough Clerk of Court & Comptroller•Tampa, FL

8d•$120,000 - $130,000•Onsite

About The Position

The Senior Unified Communications Engineer serves as the lead engineer and subject matter expert for the organization’s Cisco VoIP and unified communications environment. The role is responsible for the day-to-day operation, reliability, security, and continual improvement of Cisco telephony, voicemail, contact center, and emergency calling platforms. The engineer owns the full lifecycle of these systems, including physical hardware maintenance, operating system and application maintenance, patching and upgrades, backups and disaster recovery readiness, testing, monitoring, troubleshooting, and documentation. The position is highly hands-on and requires deep technical expertise in Cisco Unified Communications technologies, a commitment to customer service and operational excellence, and the ability to work independently, communicate clearly with users and leadership, and respond quickly to service-impacting events. The engineer also collaborates with broader IT teams and coordinates with vendors, resellers, carriers, and Cisco TAC. The position is on-site because of its hands-on responsibility for physical voice equipment. A work-from-home option may be available after at least six months of satisfactory on-site work, subject to management approval, operational needs, and the ability to respond on-site when required. The role may involve after-hours support, on-call rotation, maintenance windows, and critical outage response. Salary range is $120,000–$130,000 annually.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field, or an equivalent combination of education, training, and experience.
At least 5 years of progressively responsible hands-on experience administering Cisco Unified Communications in an enterprise environment.
Strong hands-on experience with Cisco Unified Communications Manager, including dial plan design, SIP trunking, and phone and user provisioning.
Hands-on experience with Cisco Unity Connection, Unified Contact Center Express, Unified Intelligence Center, and Finesse.
Experience with Cisco Emergency Responder and E911 solutions for on-site and remote workers.
Experience deploying and supporting Cisco IP phones and Jabber clients.
Experience performing patching, upgrades, backups, and recovery testing on Cisco collaboration applications.
Working knowledge of networking fundamentals as they apply to voice, including VLANs, QoS, PoE, DHCP, DNS, and routing.
Experience working with vendors, carriers, and Cisco TAC to resolve complex issues.
Advanced technical knowledge of Cisco Unified Communications architecture, VoIP, and SIP-based call signaling and media.
Strong hands-on engineering capability with Cisco Unified Communications Manager, Unity Connection, Contact Center Express, Unified Intelligence Center, Finesse, and Emergency Responder.
Working knowledge of E911 requirements, location management, and remote worker emergency calling.
Solid understanding of voice-supporting network services, including VLANs, QoS, PoE, DHCP, DNS, NTP, and secure remote access.
Familiarity with virtualized server platforms such as VMware and Cisco UCS used to host Cisco collaboration applications.
Excellent troubleshooting skills, including call tracing, log and packet analysis, and root-cause determination.
Strong documentation, communication, and customer service skills when working with end users, contact center staff, and leadership.
Strong organizational, prioritization, and project management abilities, including vendor and carrier coordination.
Able to meet physical demands that may include exerting up to 50 pounds of force occasionally and/or 1 to 10 pounds frequently or constantly; the work may also involve balancing, manual dexterity, hearing, mental acuity, repetitive motion, speaking, and visual acuity.
Candidates may be required to complete technical assessments and provide certification verification where applicable.

Nice To Haves

Experience with RedSky E911.
Cisco CCNP Collaboration certification; equivalent advanced Cisco collaboration experience may be considered.
Cisco CCIE Collaboration certification.
Cisco CCNA or another relevant networking certification.

Responsibilities

Serve as lead engineer and primary escalation point for complex Cisco VoIP issues.
Administer, configure, and optimize Cisco Unified Communications Manager, including cluster services, dial plans, route patterns, partitions and calling search spaces, device pools, SIP trunks, and user and device provisioning.
Administer and support Cisco Unity Connection voicemail, including mailboxes, call handlers, integrations, and voicemail-to-email functionality.
Administer and support Cisco Emergency Responder, including emergency response locations, location tracking, and on-site notifications.
Configure and support voice gateways, SIP trunks, and PSTN connectivity; coordinate with carriers on circuits and number management.
Administer and support Unified Contact Center Express, including scripts, applications, queues, skills, agents, supervisors, and call routing.
Administer and support Cisco Finesse agent and supervisor desktops, including layouts, gadgets, and workflows.
Administer Unified Intelligence Center data sources, reports, dashboards, and user access; develop or modify reports to meet business needs.
Partner with contact center managers and staff to implement changes, resolve issues, and improve call handling and reporting.
Deploy, configure, and support Cisco IP phones, conference phones, analog adapters, and related endpoints, including firmware and device pack management.
Deploy, configure, and troubleshoot Cisco Jabber clients for desktop and mobile users, including softphone, presence, and voicemail functionality.
Provide and support secure remote worker telephony, including VPN and Remote Access connectivity methods.
Administer and support RedSky E911 for on-site and remote workers, manage location data, integrate it with Cisco Call Manager and Emergency Responder, and validate dispatchable location.
Support compliance with applicable E911 requirements, including Kari’s Law and RAY BAUM’S Act, and coordinate with public safety answering points and carriers as needed.
Perform physical maintenance of voice infrastructure, including servers, voice gateways, and related equipment; install, rack, and cable equipment, replace components, and coordinate RMAs.
Maintain Cisco application operating systems and software through patching, service and firmware updates, device packs, and version upgrades.
Plan and execute software upgrades and platform migrations, including readiness checks, change documentation, and post-change validation.
Manage certificates, licensing, and software entitlements for Cisco collaboration applications.
Coordinate with infrastructure teams on virtualization, storage, and network services supporting Cisco collaboration applications.
Track product lifecycle, end-of-support dates, and security advisories; recommend upgrade and replacement plans.
Configure, monitor, and verify scheduled backups for Cisco collaboration applications, including the Disaster Recovery System.
Perform periodic restore and recovery tests and maintain disaster recovery and business continuity procedures for voice, contact center, and emergency calling services.
Develop and execute test plans before and after patches, upgrades, and configuration changes to verify call routing, voicemail, contact center, phone registration, and E911 functionality.
Perform scheduled E911 and Emergency Responder testing and document results.
Test system redundancy and failover and resolve identified deficiencies.
Monitor system health, performance, capacity, and call quality using Cisco monitoring and serviceability tools, call detail records, and call quality reporting.
Lead troubleshooting and root-cause analysis for outages, call-quality problems, registration issues, and integration failures using traces, logs, and packet captures.
Open and manage cases with Cisco TAC, carriers, and other vendors, and drive issues to resolution.
Work with network and cybersecurity teams on QoS, VLAN and PoE design, firewall rules, secure remote access, and voice-system hardening.
Apply security policies, vulnerability remediation, and password and access controls to voice systems in a timely manner.
Develop and maintain documentation, including dial plans, system configurations, network and call-flow diagrams, operating procedures, and recovery runbooks.
Lead or participate in projects such as new site builds, moves, adds, and changes, system migrations, and feature rollouts from planning through operational transition.
Provide training, knowledge articles, and guidance to help desk staff and end users.
Work with vendors, resellers, and carriers on support agreements, license and maintenance renewals, equipment purchases, and service issues.
Assist with budget planning, lifecycle replacement, and capital planning for the voice environment.
Identify opportunities to modernize and improve the reliability, security, and efficiency of voice services.