Unified Communications Engineer
About The Position
The Unified Communications Engineer is responsible for day-to-day operation, administration, and support of HUB International’s Microsoft Teams Phone environment, serving more than 600 offices and 65,000 phone numbers. This hands-on technical role helps maintain reliable, mission-critical voice services through platform configuration, troubleshooting, and maintenance, and serves as an escalation point for telephony-related incidents. The role supports Teams Phone services across Direct Routing and Operator Connect, administers the environment through Teams Admin Center, Teams PowerShell, and Microsoft Graph API, and assists with monitoring, reporting, automation, documentation, and site changes. It also provides remote support for Teams-certified phone hardware; physical AV and conference-room hardware is owned by the AV team. The position may participate in an after-hours on-call rotation and occasionally support go-lives at night or on weekends.
Requirements
- At least 2 years of experience administering Microsoft Teams Phone, including Direct Routing, Operator Connect, or Calling Plans.
- Working knowledge of SIP, PSTN, DID/TFN, and Session Border Controller concepts.
- Familiarity with Teams Phone licensing and license/unit assignment.
- Comfort guiding remote-hands staff through support steps for Teams-certified phone hardware.
- Working knowledge of Teams Admin Center, Teams PowerShell, and Microsoft Graph API.
- Well-organized, detail-oriented, adaptable, and self-motivated, with strong troubleshooting and problem-solving skills.
- Strong communication and customer service skills.
Nice To Haves
- Experience with Call Quality Dashboard or similar voice analytics tools.
- Awareness of data security and compliance considerations for telephony systems, such as call-recording retention.
- Preferably 3 or more years of previous IT/Telecom experience.
Responsibilities
- Provide day-to-day operational support and administration for the Microsoft Teams Phone environment, including Direct Routing and Operator Connect.
- Configure and maintain user provisioning, call routing, auto attendants, and call queues in Teams Admin Center.
- Troubleshoot and resolve voice-quality, connectivity, and call-routing incidents across SBCs, PSTN carriers, and Teams Phone infrastructure.
- Act as an escalation point for Service Desk telephony incidents.
- Support office moves, adds, and changes, as well as new site turn-ups and DID assignments.
- Provide remote support for Teams-certified phone hardware, including troubleshooting, license and unit assignment, and guiding on-site staff or remote-hands vendors through device replacement or reconfiguration.
- Administer Teams Phone using Teams Admin Center, Teams PowerShell, and Microsoft Graph API for configuration, reporting, and routine automation.
- Monitor Call Quality Dashboard, PSTN usage reports, minute pools, and audio-conferencing dial-out usage to identify and address service issues.
- Maintain Teams Phone documentation, runbooks, and standard operating procedures.
- Communicate effectively with users, peers, vendors, and management, tailoring the level of detail to the audience.
- Participate in an on-call rotation for after-hours voice incidents affecting mission-critical systems.
- Assist with assigned workload and go-lives, occasionally providing night and weekend support.
Benefits
- Extended health benefits
- Disability insurance
- RRSP matching
- Paid time off
- Eligible bonuses and commissions for some positions
- Structured training, licensing support, and ongoing development opportunities
- Retirement savings matching
- Company-paid life insurance
- Paid parental leave
- Wellbeing program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
