Unified Communications Engineer

CHS, Inc. • Inver Grove Heights, MN

2d • Remote

About The Position

CHS is seeking a Unified Communications Engineer in its Information Technology group to support reliable, scalable voice and customer engagement services through Microsoft Teams Voice, Five9, and enterprise telephony infrastructure. The role combines hands-on administration and troubleshooting with implementation and solution design. Working with a moderate level of guidance, the engineer may lead defined solution designs or collaborate with senior engineers on complex initiatives, partnering with business stakeholders and IT teams to understand requirements, implement practical solutions, and improve service reliability.

This is a remote-based role with routine on-site collaboration. Candidates must currently reside in the Minneapolis/St. Paul, Minnesota metro area to commute to the corporate office in Inver Grove Heights as needed. The role includes participation in an on-call rotation and occasional after-hours maintenance, upgrades, and migrations.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in enterprise telephony, VoIP, or unified communications.
• Hands-on experience deploying, administering, and troubleshooting Microsoft Teams Voice.
• Hands-on experience configuring, administering, and troubleshooting Five9.
• Working knowledge of legacy and IP telephony technologies, including TDM, IP-PBX, voicemail/unified messaging integration, PRI, SIP station and trunking, H.323, VoIP, and analog and digital systems.
• Experience configuring and troubleshooting dial plans, call routing, and contact center call flows.
• Proficiency with PowerShell and/or Python scripting for automation and system administration.
• Basic networking experience, including routing, switching, and packet analysis.
• Must currently reside in the Minneapolis/St. Paul, Minnesota metro area and be able to commute to the Inver Grove Heights corporate office as needed.
• Ability to participate in an on-call rotation and perform occasional after-hours maintenance, upgrades, and migrations.

Nice To Haves

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Technology Management, or a related field.
• At least 4 years of experience in enterprise telephony, VoIP, or unified communications.
• Experience with Cisco Webex.
• Experience using Cisco ThousandEyes for network monitoring and troubleshooting.
• Experience migrating legacy telephony systems to Microsoft Teams Voice in a large enterprise environment.
• Experience with carrier coordination, SIP trunk provisioning, and number porting.
• Experience with IVR, ACD, call recording, CTI, and CRM integrations.
• Understanding of cybersecurity principles related to voice and contact center systems.
• Familiarity with ITSM/ITIL practices and Agile methodologies, including Scrum.
• Experience contributing to process improvement and sharing technical knowledge with peers.
• Working knowledge of quality of service/class of service (QoS/CoS), traffic shaping, and troubleshooting IP voice performance.
• Ability to analyze technical issues, apply established practices and judgment, and recognize when additional guidance is needed.
• Ability to collaborate with business and IT teams and communicate technical information clearly.
• Ability to create and maintain accurate technical documentation.

Responsibilities

• Administer, configure, monitor, and troubleshoot Microsoft Teams Voice, Five9, and telephony infrastructure.
• Lead or collaborate on solution designs and implementations within an assigned scope, seeking guidance for complex requirements and broader architectural decisions.
• Support migrations from legacy telephony systems to Microsoft Teams Voice and Five9.
• Work with business stakeholders to understand communication needs and translate requirements into configurations, call flows, and technical designs.
• Configure and maintain dial plans, call routing, contact center call flows, and integrations between voice and customer engagement platforms.
• Develop and maintain Visio diagrams, call flow documentation, configuration records, and operational procedures.
• Support PSTN connectivity, including carrier coordination, provisioning, number porting, SIP trunking, and circuit management.
• Troubleshoot voice quality and connectivity issues using networking fundamentals, packet analysis, and monitoring tools.
• Investigate incidents, contribute to root cause analysis, and recommend improvements to service performance and reliability.
• Use PowerShell and/or Python to automate configuration, reporting, monitoring, and routine administrative tasks.
• Collaborate with network, infrastructure, security, and other IT teams to implement and support unified communications services.
• Participate in Agile ceremonies, backlog refinement, and continuous improvement activities.
• Share knowledge and provide informal guidance to team members.
• Participate in an on-call rotation and perform occasional after-hours maintenance, upgrades, and migrations.
• Perform other responsibilities as assigned or needed.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Wellness programs
• Life insurance
• Health and dependent care spending accounts
• Paid time off
• 401(k)
• Pension
• Profit sharing
• Short- and long-term disability
• Tuition reimbursement
• Adoption assistance
• Compensation may include bonuses, incentives, and commissions, depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED