Unified Communications Engineer III

UCF IT Telecommunications serves as the technological backbone for one of the largest universities in the United States. Our dedicated team is responsible for the design, installation, support, and security of the telecommunications and network infrastructure that underpins the entire UCF community. We are committed to delivering high-quality, reliable, cost-effective, and innovative communication solutions at an enterprise level. Our specialized teams, including Network Services, Network Security, Cellular/Radio/DAS, and Installation Maintenance & Repair, work collaboratively to meet these objectives.

With strong leadership spanning from the Chief Information Officer (CIO) down, we ensure that UCF's technology strategies are well-defined and effectively communicated at all organizational levels. This clear vision and direction to success guide our efforts as we continue to empower and support the university's academic and operational excellence.

The Opportunity:

UCF IT Telecommunications seeks applications for an experienced Unified Communications Engineer III. The Unified Communications Engineer III role will support, implement, manage, troubleshoot, and maintain the UCF's Microsoft 365 Enterprise Cloud Applications with a focus on Microsoft Teams Phone System and Productivity solutions in support of UCF's hybrid workforce. These include Microsoft 365 Enterprise Applications, Microsoft Teams Phone System, AudioCodes VoIP Solutions, various unified communications technologies and service monitoring technologies. The role will provide technical expertise in contact center systems and management of complex telecommunications environments and infrastructures. Experience desired with multiple voice and call center technologies such as but not limited to Cisco, VOCA hosted cloud providers, voice gateways, voicemail, call recording and analytics, and experience with IVRs, performing design, development and support functions. Core responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications while proactively identifying areas of needed improvement. This role requires an individual who can work independently, demonstrating strong verbal and written communication skills.

This role will work closely with the Cloud Engineers on the Infrastructure team, as well as collaboratively with all UCF IT and business stakeholders, service providers, and other third parties, to perform their responsibilities and communicate effectively to support Microsoft 365 tenant/environment.

This is an Auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Responsibilities:

• Supporting, implementing, managing, troubleshooting, and maintaining UCF IT's Microsoft 365 Enterprise Cloud Applications, with a focus on Microsoft Teams Phone System and omni-channel services through VOCA such as CRM/PRM, Call recording vendors, Workforce Management, Quality Management, Natural Language Processing, Automatic Speech Recognition, and other Cloud integrations for our contact center using cloud-based solutions (inbound/outbound Routing Strategies, IVR, Workforce Management, SIP, CTI Integration, WebRTC, Call Recording, Analytics).

• Providing level 3+ technical support for desktop, application, and network issues, including Microsoft 365 Enterprise Applications, Microsoft Teams Phone System, AudioCodes VoIP Solutions, various collaboration technologies, Cisco IOS, VG Gateways, PRI Gateways, Analog Voice Connections, 3rd party secure phones, voice endpoint hardware, PBX technologies, and UC capabilities.

• Managing multiple concurrent telecom projects, including various individual project work streams, aligning deliverables with business goals, and collaborating with application support teams for proper integration with third-party solutions.

• Provisioning and maintaining voice-related services, such as SIP lines, SIP trunks, and hosted services.

• Participating in a 24/7 on-call rotation to address telephony-related emergencies, providing technical support and guidance to end-users and other IT teams.

• Collaborating with department stakeholders, network, and security teams to ensure telephony systems are securely integrated into the network infrastructure and that contact center solutions meet our goals.

• Stay current with Microsoft's changes, transitions, and updates to Office 365.

• System Monitoring: Monitor system performance and user activity to ensure the highest level of system availability and reliability.

• Other duties as assigned.

Minimum Qualifications:

Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

• Experience with telephony technologies, including Microsoft Teams Calling, desk phones and standards including SIP, VoIP, and SBCs.

• Experience designing, supporting and troubleshooting Contact Center and IVR platforms.

• Microsoft certifications are highly desirable.

• Experience working in Azure environment.

• Experience in PowerShell scripting and automation.

• Bachelor's degree preferred.

• Strong knowledge of IT Service Management and ITIL, preferably using ServiceNow - Incidents, Tasks, Problems, Knowledge, CMDB, Reporting, Dashboards. Proven track record to manage support and request tickets within SLAs, and drive Microsoft support cases to closure.

Special Instructions to the Applicants:

This position involves an on-call rotation where work after normal business hours or on weekends may be required.

This is an Auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• Flexible work environment

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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