Unified Communications Engineer

Design, deploy, configure, and maintain enterprise Unified Communications (UC) infrastructure.

Administer and support VoIP, SIP, IP telephony, PBX, IVR, voicemail, conferencing, and collaboration systems.

Configure and manage UC platforms such as Microsoft Teams, Cisco Webex, Cisco Unified Communications Manager (CUCM), Zoom, or equivalent solutions.

Manage SIP trunks, gateways, session border controllers (SBCs), dial plans, call routing, extensions, and telephony configurations.

Troubleshoot voice, video, conferencing, call-quality, and connectivity issues.

Monitor UC infrastructure, system availability, capacity, performance, and call quality.

Analyze SIP traces, call logs, packet captures, and network traffic to identify and resolve communication issues.

Work closely with Network, Security, Infrastructure, and Service Desk teams to resolve complex incidents.

Configure and support IP phones, softphones, conference-room systems, headsets, and other UC endpoints.

Manage user provisioning, licenses, extensions, call permissions, and UC policies.

Implement and maintain UC security controls, access policies, encryption, and authentication mechanisms.

Support UC integrations with Active Directory/Entra ID, Microsoft 365, CRM, contact-center, and other enterprise applications.

Perform upgrades, patches, migrations, and configuration changes while minimizing service disruption.

Maintain system documentation, network diagrams, configuration records, and operational procedures.

Participate in disaster-recovery, backup, capacity-planning, and business-continuity activities.

Provide technical support during major incidents and participate in an on-call/shift-support model when required.

Evaluate new UC technologies and recommend improvements to enhance reliability, scalability, and user experience.