Sr. Principal Engineer, Unified Communications

UniFirst • MA

127d

About The Position

The Senior Principal Engineer, Unified Communications plays a crucial role in designing, implementing, and maintaining enterprise unified communication systems, including cloud-based UCaaS and Cisco VOIP environments, including expertise in SIP, RTP, QoS, VoIP protocols, automation scripting, security compliance, vendor coordination, reporting and user training. This position requires extensive experience and expertise in voice and data communication technologies, ensuring secure, scalable, and compliant communication solutions.

Requirements

• Proven success in installing, customizing, developing, implementing, and maintaining unified communications environments.
• A minimum of 15 years of experience in managing unified communication systems.
• At least 10 years of experience with Cisco VOIP systems.
• A minimum of 5 years of experience with cloud-based UCaaS solutions.
• Demonstrated experience with UCaaS environments such as NICE, Genesys, Five9, Microsoft Teams, or similar platforms.
• Experience in designing, implementing, and providing support for unified communication systems.
• Familiarity with Agile, Scrum, or Waterfall methodologies.

Responsibilities

• Designing, implementing, administering, and supporting the company’s UCaaS environments and Cisco VOIP phone systems.
• Managing and configuring hardware related to unified communications.
• Leading deployments, upgrades, and migrations of UCaaS platforms.
• Creating documentation such as runbooks, architecture diagrams, and user guides.
• Coordinating with telecommunications providers and UC vendors.
• Training helpdesk staff and end-users on UC tools.
• Managing support escalations and ensuring operational excellence.
• Experience with Call recording, analytics, and workforce management tools.
• Ensuring voice/data encryption, secure access, and regulatory compliance (e.g., HIPAA, GDPR).
• Working cross-functionally with IT, security, Network and business units.
• Coaching junior engineers, leading technical communities, and driving innovation.
• Ability to explain technical concepts to non-technical stakeholders.
• Learning new technologies and adjusting to changing environments.
• Supporting internal or external users with empathy and professionalism.
• Participation in an on-call rotation.

Benefits

• 401K with Company Match
• Profit Sharing
• Health Insurance
• Employee Assistance Program
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• 30% Employee Discount
• Employee Referral Bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees