Unified Communications Engineer II, Collaboration Platforms
About The Position
University Operations is seeking a Unified Communications Engineer II to support enterprise voice infrastructure and collaboration services used by faculty and staff across UCF. 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. It maintains reliable calling and collaboration platforms, troubleshoots technical issues, supports user migrations, develops project documentation, and contributes to communications initiatives that improve campus connectivity. The position supports enterprise voice infrastructure and Microsoft Teams services; diagnoses service issues; assists with migrations and deployments; prepares technical and project documentation; and provides guidance and training to users and junior staff. The successful candidate must work on-site at UCF as their primary work location. A valid Class E driver’s license is required, and the role may involve driving to locations on and off campus for University business.
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).
- Valid Class E driver’s license.
- Must be authorized to work for any U.S. employer. Visa sponsorship and H-1B transfers or employment-based visa processing for individuals sponsored by another employer are not available.
- Must work on-site at UCF as the primary work location.
- UCF expects employees to reside in Florida when employment begins unless the job posting explicitly states otherwise.
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 (SBCs) 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.
- Use administrative and diagnostic tools to identify and address service disruptions.
- Manage incidents and service requests through ServiceNow and coordinate with internal and external support teams as needed.
- 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 activities.
- Provide technical demonstrations and onboarding support for departments adopting new communications services.
- Partner with training and adoption teams to support end-user communications and change management efforts.
- Develop technical documentation, migration plans, 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 to support user training initiatives.
Benefits
- Medical, dental, vision, and life insurance
- Flexible Spending Account
- Employee Assistance Program
- Paid annual and sick time off
- Paid holidays
- Retirement savings options
- Employee discounts, including tickets to Orlando attractions
- Education assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
