Senior Engineer, Unified Communications

Vibrant Emotional Health; Chicago (IL); Remote; USD 107,000 - 124,000; Full time

Job summary

An established industry player is seeking a Senior Unified Communications Engineer to enhance their innovative communication platforms. This role involves leading infrastructure deployments for Voice, Chat, SMS, and Video, while ensuring seamless operations and compliance with corporate policies. The ideal candidate will possess a strong understanding of UC fundamentals and advanced features, particularly within the Genesys framework. Join a forward-thinking organization dedicated to emotional wellness, where your expertise will help shape the future of communication technology. If you're passionate about enhancing user experiences and driving technical excellence, this opportunity is perfect for you.

Qualifications

• 5+ years’ experience as a UC Engineer or similar role.
• Genesys Cloud Certification or similar required.

Responsibilities

• Lead new Voice, Chat, SMS, Video infrastructure deployments.
• Monitor infrastructure capacity and performance.
• Ensure compliance with Corporate Change Management policies.

Skills

Genesys framework

Advanced troubleshooting

UC fundamentals

Collaboration with vendors

Contact Center technology

Education

Bachelor’s Degree

Tools

Genesys PureCloud

Job description

Position:Senior Engineer, Unified Communications

Location: Remote

Job Id:2444-76

# of Openings:1

Position Title: Sr. Engineer, Unified Communications
Pay Range: $107,000 - $123,500
Department: Technology
Reports to: Manager, Unified Communications
FLSA: Exempt
Location: Remote

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high-quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

"This role is endowed/subsidized through September 2026, with the possibility of renewal based on performance and funding."

Position Overview:
The Senior Unified Communications Engineer assists with UC platform development, design, and support. The Senior Engineer will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software.

Duties/Responsibilities:

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure, and application deployments.
• Provide high-level operational support and receive escalations to ensure final resolution of reported incidents.
• Monitor Voice, Chat, SMS, and Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications.
• Ensure full compliance with Corporate Change Management policies and procedures for Voice & Video infrastructure.
• Lead/coordinate and manage Service Provider related activities.
• Manage resources and project-related tasks related to new deployments.
• Provides operational readiness through engineering, planning, coordination, incident and problem resolution, software installation, and upgrades.
• Participates in the planning, deployment, and support of Unified Communication systems.
• Additional duties as assigned.

Required Skills/Abilities:

• Fully understand UC fundamentals and advanced features strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.).
• Responsible for administration and support of Genesys PureCloud solutions.
• Advanced troubleshooting skills.
• Ability to collaborate with vendors on infrastructure designs to ensure the final product is what was architected or designed.
• Ability to define hardware and software performance standards.
• Serve as subject matter expert on all matters of Contact Center-related technology.
• Demonstrates ability to absorb change and continue with positive results.

Required Qualifications:

• Requires Bachelor’s Degree. (Experience may be substituted in lieu of a degree)
• 5+ years’ experience as a UC Engineer or similar role.
• Genesys Cloud Certification or similar.
• Experience supporting large-scale UC implementations and upgrades.
• Hands-on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys Cloud or similar).

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders

Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact People Operations.