Lead Unified Communications Engineer

Structured Communication Systems; United States; On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Training and professional development

Job summary

Structured Communication Systems is seeking a Lead Unified Communications Engineer to join our Unified Communications team. In this role, you will lead the design, implementation, and support of Unified Communications solutions, while managing a team of engineers and collaborating with partners and customers.

The ideal candidate will have a strong background in networking, leadership, and customer relations. A Bachelor's degree and relevant experience are required, and the position offers a comprehensive benefits package.

Qualifications

• 3 years of experience in a related field or 7 years of equivalent experience.
• Experience leading projects with multiple stakeholders.
• Technical background with network environments.

Responsibilities

• Lead the design and implementation of Unified Communications solutions.
• Supervise the operations of Unified Communications Engineers.
• Coordinate projects and manage customer relationships.
• Provide technical expertise during pre-sales activities.

Skills

Leadership

Communication

Troubleshooting

Network technologies

Project management

Education

Bachelor's degree in information systems, computer science, or related field

Tools

Microsoft Office Suite

CRM tools

VoIP technologies

Job description

Structured Communication Systems, Inc is seeking a Lead Unified Communications Engineer to join our Unified Communications team.

In this role, you will serve as a lead technical resource and escalation point for complex customer environments, leading the design, implementation, optimization, and support of Unified Communications solutions. You will collaborate with customers, sales engineers, and technology partners to deliver solutions that meet business and technical requirements. The position also provides technical leadership to engineering staff, supports pre‑sales and service delivery efforts, and drives continuous improvement in processes, documentation, and service quality.

(Must maintain a valid driver’s license and motor vehicle insurance – at least equal to the state’s minimum coverage requirements.)

About Structured

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the day‑to‑day operations of Structured's Unified Communications (UC) Engineers in delivering Professional Services for system implementations and long‑term support contracts.
• Serves as an escalation point for UC Engineers, assisting with the triage of complex incidents while sharing expertise and best practices.
• Supervises the status of projects and work assignments.
• Ensures appropriate staffing levels and schedules are maintained to support operational requirements.
• Facilitates the professional development of UC Engineers through training, mentorship, coaching, and knowledge sharing.
• Participates in an on‑call management escalation rotation as required.
• Interfaces with customers and end users to design, implement and manage Unified Communications solutions.
• Translates business requirements into functional and technical specifications.
• Develops solution implementation plans for customers.
• Creates alternative solution designs to meet customer performance, operational, and cost objectives.
• Documents solution designs, project scope, and implementation requirements in a clear, concise, and accurate manner.
• Supports customers through implementation activities and provides knowledge transfer as needed.
• Collects and analyzes information necessary to effectively troubleshoot and triage incidents and service requests in accordance with service level agreements (SLAs).
• Diagnoses, troubleshoots, and resolves hardware, software, network, and system‑related issues, replacing defective components when necessary.
• Follows established policies and procedures for documenting and tracking activities within Structured's CRM and ticketing systems.
• Assists Structured’s Sales team throughout the pre‑sales process by providing technical expertise and solution recommendations.
• Effectively communicates Structured's value proposition through customer presentations, proposals, and supporting collateral.
• Provides input for Professional Services Statements of Work (SOWs), develops SOWs as directed, and provides project management support as needed.
• Performs additional duties as assigned.
• Promotes and maintains the highest standard of customer service at all times.
• Ability to maintain and continually develop accurate product and application knowledge.
• Excellent leadership, communication, and interpersonal skills.
• Skilled in communicating, fostering, and maintaining relationships with internal teams, customers, prospective customers, and vendors.
• Capable of working strategically and collaboratively across departments.
• Effectively manages challenging demands from internal and external stakeholders and clients.
• Ability to translate technical concepts into business‑focused communication for non‑technical audiences.
• Excellent troubleshooting, project management, documentation, and problem‑resolution skills.
• Demonstrates success working in a fast‑paced, deadline‑driven environment.
• Maintains strict confidentiality.
• Represents Structured at industry events, conferences, and forums.

Education and Experience

Bachelor's degree (B.A. or B.S.) in information systems, computer science, or a related technical discipline required; plus 3 years of experience; or at least 7 years of related experience and/or training; or equivalent combination of education and experience in Information Systems.

• 3 or more years of experience leading and coordinating projects involving multiple contributors, stakeholders and customer‑facing deliverables.
• 3 or more years’ experience supervising employees, workflow, creating team schedules, and task delegation.
• Experience supporting pre‑sales activities, including conducting technical product demonstrations, addressing customer requirements, and developing solution designs for proposals and quotes.
• Must have a strong technical background with extensive experience in complex and diverse network environments.
• Strong experience with technologies from the following manufacturers: ADTRAN, Mitel and ShoreTel.
• Strong field experience and expert knowledge of data networking and IP technologies, including: VLAN configuration, Spanning‑tree, and NAT.
• Strong experience working with technologies from Microsoft, including: Windows Server 2019/2022, HyperV and troubleshooting applications installed on both end‑user PC’s and servers, and performing packet captures and analysis using appropriate tools (such as WireShark, etc.)
• Experience with VoIP technologies such as G.711, G.729, Voice Gateways, SIP, PRI, and Analog cross‑connects.

General Office Computer Skills

To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite (including Excel, Word, and Teams), Smartsheet, and have experience with customer relationship management (CRM) tools.

Language Skills

Ability to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally sedentary in nature, but may require frequent standing, walking, talking, and hearing. Frequent use of phones, computers and other general office equipment is required.

While performing the duties of this job, the employee will be required to lift and/or move up to fifty (50) pounds.

Must have the ability to occasionally travel to customer locations or to attend customer and vendor events.

Working Conditions

The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in both a general office environment, as well as a data center environment. Within the general office environment both the lighting and temperature are generally moderate. The data center environment is generally cool in temperature and the lighting is moderate; the noise level in the data center environment is generally loud.

This position may require an adjusted work schedule and evening hours in order to meet or attend vendor/customer needs. Flexibility to field phone calls, or system alerts and provide remote and/or on‑site support to clients outside of normal business hours, including weekends and holidays.

Supervisory Responsibilities

• Instructs employees on work to be carried out and the methods to be adopted.
• Ensuring that business goals, deadlines, and performance standards are met.
• Responsible for training and onboarding new employees to ensure they understand their duties and responsibilities.
• Continuously provides guidance and on‑the‑job training to UC engineers (as needed).
• Directly assesses the work performance of UC engineers and identifies areas for improvement.
• Responsible for approving vacation time, sick time, and overtime with adequate coverage for internal and client project needs.
• Responsible for assisting in completing employee performance reviews (as needed).
• Reports performance issues and employee assessments to the Management team.
• Maintains order and discipline in the workplace and reports disputes or other problems to the Management team by informing and briefing them appropriately.
• Provides recommendations in the hiring and termination process (as needed).

Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short‑term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self‑study courses, formal training, and on‑the‑job training. Obtaining industry‑based certifications is highly encouraged.

We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.