Unified Communications Engineer I

Under the direction of the Information Technology department leadership, the Unified Communications (UC) Engineer is responsible for the build and administration plus ongoing maintenance and optimization of the OneDigital Unified Communications and Collaboration environments which includes all aspects of the Telephony, Audio & Video Conferencing systems and workspaces. This includes assisting with vendor management, cost analysis/budget justification, and project management of various sized projects in a fast-paced environment.  

Essential Duties and Responsibilities (include but are not limited to):

• Provide technical guidance, support for various UCC systems to build, monitor and maintain along with quickly find and resolve major and minor issues for all internal employees  

• Participate with design, configuration, and implementation of the integration between unified communications systems. 

• Create and facilitate training sessions on Unified Communications and Collaboration systems for other business units, executive assistants, support teams, users/employees, and new acquisitions.  

• Knowledge of Unified Communications and Collaboration security best practices and detailed systems configuration. 

• Work with the team and other departments to identify projects for continuously improving quality and enhancements to the UCC systems. 

• Work alongside Service Desk Support team members to properly respond, clarify, remediate, and repair the UCC systems creating documentation and training for support and employees. 

• Assist with the development, maintenance, and documentation of all sites on dial plans, trunk usage, costs and define, create and test disaster recovery or business continuity plans. 

• In this role, you will analyze, design, plan, test, deploy, secure and maintain/monitor, evaluate costs for enterprise scale Mitel Director, Call Center features and functionality (ECC, Oaisys), Zoom etc. platforms for the organizations’ critical communications and collaboration systems. 

• Must be capable of working independently, while at the same time demonstrating a collaborative work style. Must possess a high degree of accountability, and commitment to meeting customer and management expectations 

Perform moves, adds and changes (MAC’s) along with development of workflows, process flows and automate systems.

Qualifications, Skills and Knowledge Requirements: 

• Knowledgeable at Call Center routing, auto attendant recording, reporting, and programming, along with capacity and scalability of the telephony system(s) 

• Requires to be a technical subject matter expert for on-premises telecommunication solutions. 

• You are as comfortable working with a technical team as you are with client business users, and you know how to build bridges between the two 

• Proficient with MacOS, Windows OS, Windows server 2016 and higher, Putty, MySQL, and Linux (CentOS) 

• With your excellent communications skills, you are adept at mapping business needs to technology solutions and helping non-technical audiences understand the benefits of these solutions 

• Proficient in the use of Microsoft Office Suite and Microsoft O365. 

• Possesses strong problem-solving and analytical skills 

• Knowledge of best practices for maintaining information security. 

• Able to handle confidential and sensitive company information responsibly 

• An understanding of network switching and routing as it relates to Unified Communications. 

• Able to perform appropriate physical requirements of this job (reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position). Occasional (up to 33% of the time, this candidate is able to lift up to 50 lbs. maximum with frequent lifting or carrying objects weighing up to 25 lbs. 

• Able to occasionally fly or travel to remote locations when necessary.

Education, Training and Experience:

• A bachelor’s degree in computer science, computer engineering, management information systems, information technology, or a similar related field.  Or an equivalent combination of education, technical certifications or training and related work experience may substitute for a degree 

• Previous experience working with multiple PBX solutions, call center features, reporting, and recording solutions. 

• Knowledge of Zoom design, build and maintenance are a significant plus