Unified Communications Engineer II, Collaboration Platforms

ucf; Orlando (FL); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

On-site role

Salary range disclosed

Job summary

University of Central Florida seeks a Unified Communications Engineer II to support enterprise voice infrastructure and collaboration platforms across campus. You will administer Teams Phone, Direct Routing, SBCs, and voice gateways while ensuring reliability and user satisfaction.

Responsibilities include deployment, migration assistance, performance monitoring, and producing technical docs. A strong focus on teamwork, training, and efficient incident handling is required.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2 years of relevant experience; or 6 years with a high school diploma.
• Experience administering Microsoft Teams and Teams Phone.
• Knowledge of Direct Routing, SBCs, and voice gateways.

Responsibilities

• Install, configure, and support voice gateways and analog gateway technologies.
• Implement configuration changes on SBCs and Direct Routing connections.
• Maintain E911 locations and emergency calling configurations.
• Administer Teams collaboration and calling services, including Teams Phone, chat, meetings, and voicemail.
• Monitor service health and call quality; maintain documentation and records.
• Manage incidents and service requests via ServiceNow; coordinate with teams as needed.

Skills

Microsoft Teams

Teams Phone

Call routing

Customer service

Documentation

Education

Bachelor's degree

Equivalent experience (see Fla. Stat. 112.219(6))

Tools

Direct Routing

Session Border Controllers

Voice gateways

ServiceNow

Contact center/IVR platforms

Job description

University Operations:

The University Operations division at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity:

University Operations is seeking to hire a Unified Communications Engineer II, Collaboration Platforms. This role is responsible for supporting enterprise voice infrastructure and collaboration services used by faculty and staff across the institution. Working under the technical direction of the Senior Customer Engagement Platforms Engineer, this position implements, administers, and supports technologies including Microsoft Teams, Teams Phone, Direct Routing, session border controllers, voice gateways, and related communications services. The role is responsible for maintaining reliable calling and collaboration platforms, troubleshooting technical issues, supporting user migrations, developing project documentation, and contributing to the successful delivery of communications initiatives that enhance connectivity across campus.

Responsibilities:

Enterprise Voice Infrastructure & Collaboration Services

• Install, configure, and support voice gateways, including SIP, MGCP, and analog gateway technologies.
• Implement approved configuration changes on session border controllers (SBCs) and Direct Routing connections.
• Maintain E911 locations and emergency calling configurations.
• Administer and support Microsoft Teams collaboration and calling services, including Teams Phone, chat, channels, meetings, webinars, auto attendants, call queues, voicemail, and number assignments.
• Monitor service health, call quality, and system performance while maintaining configuration records and operational documentation.

Troubleshooting & Operational Support

• Diagnose and resolve calling, meeting, call routing, call quality, desk phone, and collaboration service issues.
• Utilize administrative and diagnostic tools to identify and address service disruptions.
• Manage incidents and service requests through ServiceNow and coordinate with internal and external support teams as needed.
• Escalate complex platform or architectural issues with appropriate technical documentation and analysis.

User Deployment & Migration

• Support user, department, and phone number migrations to Teams Phone and collaboration platforms.
• Coordinate number porting, desk phone provisioning, testing, and post-migration validation activities.
• Provide technical demonstrations and onboarding support for departments adopting new communications services.
• Partner with training and adoption teams to support end-user communications and change management efforts.

Project & Documentation Support

• Develop technical documentation, migration plans, testing plans, diagrams, and change records.
• Prepare rollback procedures and support implementation activities for approved changes.
• Provide project status updates and communicate risks, dependencies, and blockers to leadership and project stakeholders.

Training & Team Collaboration

• Provide technical guidance on assigned tasks to junior staff and student employees.
• Deliver administrative training for departmental users responsible for call queues, auto attendants, and delegated platform administration.
• Contribute technical content and knowledge-sharing resources to support user training initiatives.

Minimum Qualifications:

Bachelor's degree and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6) .

Preferred Qualifications:

• Experience administering Microsoft Teams and Teams Phone.
• Experience with Direct Routing, Session Border Controllers (SBCs), and voice gateways.
• Experience supporting enterprise telephony, call routing, and number management.
• Knowledge of E911 requirements and emergency calling configurations.
• Experience with contact center, IVR, or customer engagement platforms.
• Experience managing incidents and requests through ServiceNow or similar IT service management platforms.
• Strong technical documentation, project coordination, and customer service skills.

Special Instructions to the Applicants:

Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.

The anticipated salary range for this position is $64,518 - $80,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based