Unified Communications Engineer II, Collaboration Platforms

University of Central Florida•Orlando, FL

4d•Onsite

About The Position

University Operations at the University of Central Florida is seeking a Unified Communications Engineer II to support enterprise voice infrastructure and collaboration services used by faculty and staff. Under the technical direction of the Senior Customer Engagement Platforms Engineer, the role implements, administers, and supports Microsoft Teams, Teams Phone, Direct Routing, session border controllers, voice gateways, and related communications services. The position maintains reliable calling and collaboration platforms, troubleshoots technical issues, supports user migrations, develops project documentation, and contributes to communications initiatives that improve connectivity across campus. The successful candidate works on-site at UCF as their primary work location and may drive to various on- and off-campus locations for University business. The position requires a valid Class E driver’s license.

Requirements

Bachelor’s degree and 2 years of relevant experience; or a high school diploma or equivalent and 6 years of relevant work experience in lieu of a degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
A valid Class E driver’s license.
Authorization to work for any U.S. employer; visa sponsorship and H-1B transfers are not available.
Ability to work on-site at UCF as the primary work location.

Nice To Haves

Experience administering Microsoft Teams and Teams Phone.
Experience with Direct Routing, session border controllers (SBCs), and voice gateways.
Experience supporting enterprise telephony, call routing, and number management.
Knowledge of E911 requirements and emergency calling configurations.
Experience with contact center, IVR, or customer engagement platforms.
Experience managing incidents and requests through ServiceNow or similar IT service management platforms.
Strong technical documentation, project coordination, and customer service skills.

Responsibilities

Install, configure, and support voice gateways, including SIP, MGCP, and analog gateway technologies.
Implement approved configuration changes on session border controllers and Direct Routing connections.
Maintain E911 locations and emergency calling configurations.
Administer and support Microsoft Teams collaboration and calling services, including Teams Phone, chat, channels, meetings, webinars, auto attendants, call queues, voicemail, and number assignments.
Monitor service health, call quality, and system performance, and maintain configuration records and operational documentation.
Diagnose and resolve calling, meeting, call routing, call quality, desk phone, and collaboration service issues using administrative and diagnostic tools.
Manage incidents and service requests through ServiceNow and coordinate with internal and external support teams.
Escalate complex platform or architectural issues with appropriate technical documentation and analysis.
Support user, department, and phone number migrations to Teams Phone and collaboration platforms.
Coordinate number porting, desk phone provisioning, testing, and post-migration validation.
Provide technical demonstrations and onboarding support for departments adopting new communications services.
Partner with training and adoption teams on end-user communications and change management.
Develop technical documentation, migration and testing plans, diagrams, and change records.
Prepare rollback procedures and support implementation activities for approved changes.
Provide project status updates and communicate risks, dependencies, and blockers to leadership and project stakeholders.
Provide technical guidance on assigned tasks to junior staff and student employees.
Deliver administrative training for departmental users responsible for call queues, auto attendants, and delegated platform administration.
Contribute technical content and knowledge-sharing resources for user training initiatives.