Unified Communications Engineer

HUB International•Austin, TX

1d•Remote

About The Position

The Unified Communications Engineer is responsible for the day-to-day operation, administration, and support of HUB's Microsoft Teams Phone environment, which serves 600+ offices and 65,000+ phone numbers. This role ensures reliable voice service through hands-on configuration, troubleshooting, and maintenance of the Teams Phone platform, and acts as an escalation point for telephony-related incidents. This is a core technical role supporting mission-critical communications infrastructure.

Requirements

Provide day-to-day operational support and administration of the Microsoft Teams Phone (Direct Routing / Operator Connect) environment.
Configure and maintain user provisioning, call routing, auto attendants, and call queues within the 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 the Service Desk on telephony-related incidents.
Support office moves, adds, changes, and new site turn-ups, including DID assignment.
Provide remote support for Teams-certified phone hardware, including remote troubleshooting, license/unit assignment, and guiding on-site staff or remote-hands vendors through device replacement or reconfiguration steps. (Physical AV/conference room hardware remains owned by the AV team.)
Administer the Teams Phone environment using Teams Admin Center, Teams PowerShell, and Microsoft Graph API for configuration, reporting, and routine automation.
Monitor Call Quality Dashboard (CQD), PSTN usage reports, minute pools, and audio conferencing dial-out usage to help identify and address service issues.
Maintain documentation, runbooks, and standard operating procedures for the Teams Phone environment.
Effectively communicate with users, peers, vendors, and management, blending appropriate levels of detail to ensure understanding.
Participate in an on-call rotation for after-hours voice incidents affecting mission-critical systems.
Ongoing assistance with assigned workload/go-lives, occasionally requiring night and weekend support.

Responsibilities

Provide day-to-day operational support and administration of the Microsoft Teams Phone (Direct Routing / Operator Connect) environment.
Configure and maintain user provisioning, call routing, auto attendants, and call queues within the 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 the Service Desk on telephony-related incidents.
Support office moves, adds, changes, and new site turn-ups, including DID assignment.
Provide remote support for Teams-certified phone hardware, including remote troubleshooting, license/unit assignment, and guiding on-site staff or remote-hands vendors through device replacement or reconfiguration steps. (Physical AV/conference room hardware remains owned by the AV team.)
Administer the Teams Phone environment using Teams Admin Center, Teams PowerShell, and Microsoft Graph API for configuration, reporting, and routine automation.
Monitor Call Quality Dashboard (CQD), PSTN usage reports, minute pools, and audio conferencing dial-out usage to help identify and address service issues.
Maintain documentation, runbooks, and standard operating procedures for the Teams Phone environment.
Effectively communicate with users, peers, vendors, and management, blending appropriate levels of detail to ensure understanding.
Participate in an on-call rotation for after-hours voice incidents affecting mission-critical systems.
Ongoing assistance with assigned workload/go-lives, occasionally requiring night and weekend support.