Unified Communications Engineer

UGI Corporation•East Cocalico Township, PA

21h•Hybrid

About The Position

The UC Engineer is responsible for administering, supporting, and maintaining the organization's unified communications infrastructure, including voice telephony, video conferencing, and collaboration platforms. This role provides day-to-day operational support, performs Moves, Adds, Changes, and Deletions (MACD) for telephony and UC endpoints, and assists with the deployment and upkeep of video collaboration systems. The UC Engineer works closely with senior engineers and IT teams to ensure reliable, high-quality communication services across the organization. At UGI Utilities, Inc. we believe in providing a superior range of energy products and services to our customers in a safe, affordable manner. As our energy needs evolve, UGI will be there providing safe and reliable service that brings warmth and comfort to our 750,000 customers in 45 counties in Pennsylvania and 1 county in Maryland. We strive to reflect the communities we serve by attracting and retaining top talent, while maintaining a diverse workforce that embraces our culture of safety, service, and integrity. As an employee of UGI Utilities, you can expect a competitive total compensation plan and comprehensive benefits. Employees work in a collaborative environment, have upward mobility opportunities, and the ability to enjoy a true work life balance.

Requirements

Working knowledge of Microsoft Teams administration including user management, Teams Rooms, and basic policy configuration
Experience performing MACD tasks for telephony systems including IP phones, voicemail, hunt groups, and call routing (Cisco UCM, Avaya, or similar platforms)
Understanding of VoIP concepts, SIP trunking, and dial plan basics
Knowledge of AV equipment including cameras, microphones, speakers, and touch panels used in conference room systems
Ability to support and assist with video conferencing events, town halls, and executive meetings
Strong troubleshooting, customer service, and communication skills
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
At least 2 years of experience in telephony/UC support, including MACD work in a corporate environment.

Nice To Haves

Basic scripting or automation skills (PowerShell) are a plus but not required
Cisco CCNA Collaboration, Microsoft Teams Administrator Associate, or Zoom Administrator certification preferred but not required.

Responsibilities

Perform day-to-day telephony and UC Moves, Adds, Changes, and Deletions (MACD) including provisioning and deprovisioning desk phones, soft clients, voicemail, and call routing. Process service requests accurately and within established SLAs, maintaining records in the ticketing system.
Administer and support Microsoft Teams and Zoom platforms, including managing user accounts, meeting room systems, and basic policy configuration. Monitor system health and escalate complex issues to senior engineers as needed.
Provide technical support for video conferencing and telephony issues, including audio/video quality problems, connectivity issues, and device malfunctions. Support business meetings, town halls, and events with on-site or remote assistance as required.
Assist with the deployment, installation, and maintenance of video conferencing room systems including Microsoft Teams Rooms equipment. Coordinate with vendors and senior engineers to perform firmware updates, hardware replacements, and routine quality checks.
Create and maintain technical documentation including MACD procedures, troubleshooting guides, and how-to guides for end users. Deliver training and guidance to end users on Microsoft Teams, and telephony features to promote effective adoption.