Senior Engineer, Unified Communications

Vibrant Emotional Health; United States; Remote; USD 88,000 - 117,000; Full time

Job summary

Vibrant Emotional Health seeks a Senior Engineer, Unified Communications to design, develop, and support its UC platform. The Lead UC Engineer will translate business needs into reliable communication systems using Genesys technologies.

The role requires strong troubleshooting, deployment experience, and collaboration with vendors. This remote position reports to the Senior Manager, Unified Communications and offers a comprehensive benefits package.

Qualifications

• Bachelor's degree in a related field.
• 5+ years experience as a UC Engineer or similar role.
• Experience supporting large-scale UC implementations and upgrades.
• Hands-on UC implementation, administration, maintenance, and optimization.

Responsibilities

• Lead new Voice, Chat, SMS, Video deployments.
• Provide high-level operational support and escalate until resolved.
• Monitor UC infrastructure capacity and performance.
• Ensure compliance with Change Management policies for Voice & Video infrastructure.
• Coordinate Service Provider activities and manage deployment tasks.
• Manage resources for new deployments.
• Supports planning, deployment and support of Unified Communications systems.
• Other duties as assigned.

Skills

Genesys framework

Genesys PureCloud

Problem management

Troubleshooting

Vendor coordination

Performance standards

Contact center tech

Education

Bachelor's Degree

Tools

Genesys PureCloud

Job description

Position Title: Senior Engineer, Unified Communications Department: Technology Reports to: Senior Manager, Unified Communications Location: Remote Schedule: Monday - Friday, 9 to 5PM ET Salary Range: $87,600.00 - $117,100.00

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.

Position Summary:

The Senior Engineer, Unified Communications assists with UC platform development, design, and support. The Lead Unified Communication Engineer role 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.

Job Duties/Responsibilities:

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments
• Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents
• Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications
• Ensure full compliance on 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 the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
• Participates in the planning, deployment and support of Unified Communication systems
• Other duties as assigned

Required Skills/Abilities:

• Strong, hands‑on, experience with the Genesys framework (configuration, routing strategies, etc.)
• Responsible for administration and support of Genesys PureCloud solutions
• Problem management skills
• Advanced troubleshoot skills
• Ability to collaborates 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:

• Bachelor's Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)
• Fully understand UC fundamentals and advanced features
• Experience supporting large-scale UC implementations and upgrades
• Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud 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

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre‑tax FSA for medical and dependent care, and 401K available.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.