Sr. Unified Communications Engineer

CAA Club Group•Nashville, TN

1d•$160,000 - $181,000•Hybrid

About The Position

The Senior Unified Communications Engineer is a senior, hands-on technical engineer responsible for implementing, operating, maintaining, and improving CAA’s global Unified Communications services across on-premises, hybrid, and cloud environments. The role is the primary technical escalation point for complex UC issues and translates architecture standards and strategic direction into stable, supportable production solutions. The engineer maintains deep technical expertise across Cisco Unified Communications technologies and cloud-based services, including Jabber, Microsoft Teams, and Zoom. Working with the Senior Unified Communications Architect and teams across Network, Infrastructure, Audio Visual, Security, and Service Desk—as well as managed service partners—the role leads technical implementation, troubleshooting, upgrades, migrations, monitoring, documentation, and operational improvement. The position remains highly hands-on while mentoring junior engineers and helping operationalize UC services at global scale. The role is hybrid and based in CAA’s Nashville office. The annual base salary range is $160,000–$181,000, and the position is eligible for benefits and a discretionary bonus.

Requirements

At least 8 years of hands-on Unified Communications engineering experience in a large enterprise, global organization, service provider, or comparable complex environment.
Professional-level Cisco Collaboration certification, such as CCNP Collaboration or Cisco Certified Specialist – Collaboration Core, or equivalent demonstrated expertise.
Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, or equivalent demonstrated experience with Microsoft Teams Phone.
Deep hands-on experience administering and troubleshooting enterprise Cisco Unified Communications technologies, particularly CUCM, Unity Connection, CUBE, Expressway, CER/E911, SIP, and associated voice services.
Demonstrated experience performing production upgrades, migrations, configuration changes, lifecycle management, troubleshooting, and incident response for mission-critical voice platforms.
Strong understanding of SIP signaling, PSTN connectivity, SBCs, call routing, dial plans, codecs, RTP/media flows, QoS, latency, jitter, packet loss, and MOS.
Experience supporting hybrid communications environments incorporating cloud platforms such as Microsoft Teams Phone, Webex Calling, Zoom Phone, or comparable UCaaS services.
Strong networking fundamentals and ability to troubleshoot real-time communications across LAN, WAN, Wi-Fi, VPN, firewall, DNS, and cloud networking environments.
Experience with proactive monitoring, service-health analytics, call-quality reporting, capacity management, and root-cause analysis.
Experience integrating UC platforms with enterprise identity, security, certificates, authentication, and network infrastructure.
Ability to independently execute complex technical changes while following established change, incident, and problem-management processes.
Ability to collaborate effectively with architects, engineers, managed service providers, vendors, and cross-functional technology teams.
Strong documentation skills, including experience creating technical diagrams, runbooks, configuration standards, and operational knowledge articles.
Strong written and verbal communication skills and ability to explain technical issues clearly to technical and non-technical stakeholders.
Bachelor’s degree in Information Technology, Engineering, or a related field, or equivalent professional experience.

Nice To Haves

CCIE Collaboration, additional Cisco Collaboration Specialist certifications, Microsoft Teams Administrator Associate, or relevant cloud, networking, automation, or security certifications.
Microsoft Teams Phone experience, including Direct Routing, Operator Connect, Teams administration, PowerShell, or related Microsoft communications technologies.
Experience with Webex Calling, Zoom Phone, or comparable enterprise UCaaS platforms.
Experience with automation using PowerShell, Python, REST APIs, Microsoft Graph, Cisco APIs, or workflow automation tools.
Experience with UC monitoring, analytics, synthetic testing, or observability platforms.
Experience supporting global SIP carriers, SBCs, emergency calling, number management, and international telephony services.
Experience implementing large-scale UC migrations, platform upgrades, coexistence strategies, or cloud transitions.
Experience supporting conferencing endpoints or collaborating closely with Audio Visual and Workplace Technology teams.
Experience managing or technically directing managed service providers and technology vendors.
Experience working within Agile delivery frameworks and managing technical work through Jira or similar platforms.

Responsibilities

Implement, operate, maintain, and support enterprise-scale Unified Communications platforms across on-premises, hybrid, and cloud environments.
Provide hands-on technical support for Cisco UC technologies, including CUCM, Unity Connection, CUBE, CER/E911, Expressway, UCCX, Webex, Jabber, SBCs, and associated voice infrastructure.
Support Microsoft Teams Phone, Zoom, Webex, and other cloud communications platforms.
Serve as the senior technical escalation point for complex issues involving SIP signaling, call routing, dial plans, media flows, voice quality, SBCs, endpoints, certificates, licensing, carrier connectivity, and service availability.
Execute platform upgrades, migrations, lifecycle refreshes, certificate renewals, firmware deployments, configuration changes, and other production activities using established change-management processes.
Implement architecture standards, reference designs, and modernization initiatives in partnership with the Senior Unified Communications Architect.
Develop and maintain proactive monitoring, alerting, telemetry, and service-health practices across the UC environment.
Perform root-cause analysis for significant incidents and recurring service issues, identify corrective actions, and drive remediation through completion.
Partner with Network and Infrastructure teams to troubleshoot LAN, WAN, Wi-Fi, VPN, firewall, QoS, routing, DNS, identity, and other dependencies affecting real-time communications.
Lead technical execution of UC requirements for office openings, relocations, acquisitions, renovations, platform migrations, and lifecycle refresh initiatives.
Create and maintain technical documentation, configuration standards, diagrams, operational runbooks, troubleshooting guides, and knowledge articles.
Provide technical oversight of managed service providers and vendors, validate technical recommendations, review implementation plans, and ensure work meets CAA engineering standards.
Mentor junior UC engineers and enable Service Desk teams to resolve appropriate Tier 1 and Tier 2 requests through documentation, training, and knowledge transfer.
Develop features and user stories within CAA’s Agile delivery model and execute technical work for prioritized UC initiatives.
Participate in an on-call rotation and respond to critical service incidents outside normal business hours when required.

Benefits

Medical coverage; the company pays 80%–100% of the cost for listed benefits.
Basic Life and AD&D Insurance; the company pays 80%–100% of the cost.
Telemedicine; the company pays 80%–100% of the cost.
Employee assistance and mental health counseling in person, virtually, or through text; the company pays 80%–100% of the cost.
Paid vacation and holidays; the company pays 80%–100% of the cost.
Paid sick time; the company pays 80%–100% of the cost.
Paid parental leave and other paid leaves of absence; the company pays 80%–100% of the cost.
NICU leave; the company pays 80%–100% of the cost.
Bereavement resources; the company pays 80%–100% of the cost.
Adoption benefits; the company pays 80%–100% of the cost.
Educational assistance; the company pays 80%–100% of the cost.
Mental health resources; the company pays 80%–100% of the cost.
Employee Assistance Plan; the company pays 80%–100% of the cost.
Voluntary dental and vision insurance.
401(k) plan.
Flexible Spending Accounts for health care and dependent care.
Health Savings Account.
Voluntary Life and AD&D Insurance.
Commuter benefits.
Other statutory mandated benefits.
Eligible for a discretionary bonus.