Senior UC Engineer – Customer Engagement Platforms

University of Central Florida

Orlando, Northern (FL, KY)

Hybrid

USD 76,000 - 90,000

Full time

8 days ago

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Benefits offered by this job

Medical, Dental, Vision

Paid time off

Education assistance

Job summary

University of Central Florida is seeking an Unified Communications Engineer III to design, implement, administer, and support the university's enterprise voice and customer engagement technologies on-site in Florida. The role focuses on Microsoft Teams Phone, contact center solutions, and AI-enabled engagement capabilities to enhance campus communications.

Responsibilities include configuring SBCs and AudioCodes Voca Contact Center, ensuring reliability, and collaborating with stakeholders to

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.
On-site position; Florida campus-based role; valid Class E driver’s license may be required.

Responsibilities

Design, implement, administer, and support Microsoft Teams Phone, Direct Routing, SBCs, AudioCodes Voca Contact Center, and related technologies.
Configure and maintain contact centers with IVR, routing, queues, skills-based routing, announcements, scheduling, and omnichannel services.
Support channels: voice, chat, SMS, email, virtual agents, and self-service solutions.
Monitor service health, performance, call quality, capacity, and integrations; resolve issues proactively.
Maintain platform configurations, inventories, standards, and technical documentation.