Unified Communication Engineer II

CBTS

27d•Remote

About The Position

The Unified Communications Engineer II is part of a regional IT Field Services and Unified Communications team supporting Consumers Energy (CMS Energy) location across Michigan. This role provides remote-first and onsite technical support for enterprise voice, collaboration, and infrastructure systems, ensuring reliable, secure, and timely service delivery. The position primarily supports the South region of Michigan and operates within a 24x7x365 environment, requiring flexibility for on-call and after-hours support. Remote support will always be the first approach before onsite travel. Location & Work Model Remote-first role (Michigan-based candidates only) Primary coverage area: South region of Michigan Occasional onsite support across Michigan as business needs require Candidate must reside within Michigan Work Schedule Core Hours: Monday–Friday, 7:00 AM – 6:00 PM After-Hours / On-Call: Nights, weekends, and holidays as needed Participation in a rotating on-call schedule

Requirements

Experience supporting Unified Communications and Voice technologies
Working knowledge of Cisco, Avaya, and Microsoft Teams Voice
Familiarity with IP, SIP, analog/digital telephony, and paging systems
Experience with IT field services, hardware installation, and troubleshooting
Familiarity with ServiceNow or similar ticketing systems
Strong documentation, communication, and customer service skills
Ability to work independently and collaboratively in a team environment
Willingness and ability to travel within Michigan as needed

Nice To Haves

Experience in enterprise or utility environments
Knowledge of network infrastructure, UPS systems, and AV technologies
Experience supporting geographically distributed locations
CMDB and asset management experience

Responsibilities

Provide remote and onsite IT support to Consumers Energy locations across Michigan
Deliver support primarily within an assigned home region, with flexibility to support other regions as needed
Serve as remote hands for installation, replacement, and maintenance of IT and telecommunications equipment
Respond to incidents, service requests, and outages, including after-hours support as required
Support enterprise voice and unified communications platforms, including: Cisco Call Manager and associated applications Avaya systems (forecasted through late 2026) Microsoft Teams Voice
Assist with deployment, troubleshooting, and maintenance of: IP and analog telephony devices Paging systems, horns, and headsets Analog gateways GAI-Tronics, Grandstream, and Algo devices RedSky E911 Verint Call Recording Cisco Infocast and Flex Licensing RSI Call Detail Reporting Sensaphone systems
Perform basic troubleshooting of IP, SIP, analog, and digital communications systems
Validate connectivity using cable testing and network reachability checks
Coordinate with networking teams for switch, firewall, and patching support
Provide basic troubleshooting and hardware support for conference rooms and AV technologies
Support Juniper switch remote hands, patching, and hardware replacement
Install, replace, and maintain UPS systems, ensuring proper monitoring and alerting
Troubleshoot and repair faulty hardware across network, server, telecom, and UPS environments
Support Asset Refresh Programs, including staging and deployment of: Wireless access points Network switches Audio-visual equipment Corporate security hardware
Maintain accurate asset records in the Configuration Management Database (CMDB)
Conduct inventory audits and IT room reviews to support operational continuity
Coordinate decommissioning and secure disposal of outdated equipment
Manage tickets to completion using ServiceNow
Participate in incident response and outage resolution
Support approved project work such as: Moves, remodels, new installations, and testing (DR)
Coordinate, schedule, and escort vendors and technicians
Manage shipping, receiving, and tracking of IT equipment
Participate in daily operational reviews and service meetings as required