Unified Communications Engineer

ASM Research, An Accenture Federal Services Company; Boise (ID); On-site; USD 94,000 - 144,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Unified Communications Engineer to design, implement, and sustain enterprise voice, video, and collaboration services across on-premise and cloud environments. The role ensures high availability, performance, and security while meeting contract obligations.

You will monitor UC networks, analyze performance metrics, troubleshoot incidents, develop standards and runbooks, and collaborate with network, security, and service desk teams.

Qualifications

• Bachelor’s degree in IT/CS/Telecommunications or equivalent experience.
• 8+ years of progressive telecommunications engineering or UC experience, federal environment preferred.
• Hands-on experience with UC/telephony platforms (Cisco, Teams Phone, Avaya) and related dial plans, routing, voicemail, conferencing.

Responsibilities

• Design, configure, and maintain enterprise UC solutions across on-premise and cloud.
• Monitor performance and health of UC networks and analyze KPIs.
• Troubleshoot complex UC incidents and perform root-cause analysis.
• Develop standards, runbooks, and configuration baselines for UC platforms.
• Collaborate with network, security, and service desk teams for changes and migrations.
• Produce technical reports and capacity analyses to inform improvements.
• Provide training and guidance to customers and internal teams.
• Support compliance with federal security and privacy requirements.

Skills

UC/telecommunications engineering

VoIP/UC platforms design

Monitoring and diagnostics

Security and change management

Technical writing

Education

Bachelor’s degree or equivalent experience in IT/Engineering/Telecommunications

Tools

Cisco UC

Microsoft Teams Phone

Avaya

Job description

Position Overview

The Unified Communications Engineer serves as the senior technical expert for the design, implementation, and sustainment of enterprise voice, video, and collaboration services that support federal mission and business operations. This role monitors and optimizes the organization’s telecommunications and unified communications (UC) environment, ensuring high availability, performance, and security while aligning to customer requirements, SLAs, and contract obligations.

Key Responsibilities

• Design, configure, and maintain enterprise unified communications solutions, including voice, video, instant messaging, presence, and conferencing services across on‑premise and cloud environments.

• Monitor the performance and health of telecommunications and UC networks, analyze key performance indicators, and proactively identify bottlenecks and service degradation.

• Perform advanced troubleshooting, root‑cause analysis, and remediation for complex telecommunications and UC incidents and problems, including escalations from Tier II support.

• Develop and document standards, runbooks, and configuration baselines for UC platforms, gateways, trunks, SBCs, and related telecommunications infrastructure.

• Collaborate with network, security, infrastructure, and service desk teams to plan and execute changes, upgrades, and migrations while minimizing user impact.

• Produce technical reports, capacity and utilization analyses, and recommendations to inform strategic improvements to the telecommunications and UC environment.

• Provide training, knowledge transfer, and expert guidance to customers and internal support teams on telecommunications and UC capabilities and best practices.

• Support compliance with federal security, privacy, and records requirements by implementing and maintaining appropriate controls in UC and telecommunications solutions.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field, or equivalent relevant experience.

• 8+ years of progressive experience in telecommunications engineering, unified communications, or voice network engineering, including senior‑level responsibility in large enterprise or federal environments.

• Hands‑on experience designing, configuring, and supporting enterprise UC/telephony platforms (such as Cisco, Microsoft Teams Phone, Avaya, or similar), including dial plans, call routing, voicemail, and conferencing.

• Demonstrated experience monitoring and analyzing telecommunications/UC performance metrics and using monitoring tools to diagnose and resolve complex issues.

• Experience operating within secure federal or regulated environments, including adherence to security and change management processes, and the ability to obtain and maintain a SECRET clearance as required.

• Strong written and verbal communication skills, including the ability to draft clear technical documentation and convey complex technical information to non‑technical stakeholders.

Preferred Qualifications

• Advanced experience integrating UC platforms with contact centers, IVR, recording, and collaboration tools in support of enterprise call center or mission operations.

• Relevant industry certifications in telecommunications or unified communications (for example, vendor UC certifications, VoIP, SIP, or network engineering certifications).

• Experience supporting or leading telecommunications and UC modernization initiatives, migrations to cloud collaboration platforms, or large multi‑site deployments.

• Familiarity with ITIL‑aligned service management practices and working within structured incident, problem, and change management processes.

• Experience preparing technical reports and recommendations for leadership on telecommunications capacity, performance, risk, and investment priorities.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$94,100 - $143,700

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.