Edtech.com's Summary

University of Central Florida is hiring a Unified Communications Engineer II, Collaboration Platforms to keep the university's phone and collaboration systems running for faculty and staff. Working under the Senior Customer Engagement Platforms Engineer in UCF IT, the engineer administers Microsoft Teams and Teams Phone, voice gateways, and session border controllers, and supports departments as they migrate to new communications services.

Highlights

Install, configure, and support voice gateways (SIP, MGCP, and analog) and implement approved configuration changes on session border controllers and Direct Routing connections.
Administer Microsoft Teams collaboration and calling services, including Teams Phone, meetings, webinars, auto attendants, call queues, voicemail, and number assignments.
Maintain E911 locations and emergency calling configurations, and monitor service health and call quality while keeping configuration records current.
Diagnose and resolve calling, call routing, desk phone, and meeting issues, managing incidents and requests in ServiceNow and escalating complex platform problems with technical documentation.
Support user, department, and phone number migrations to Teams Phone, including number porting, desk phone provisioning, testing, and post-migration validation.
Write migration and testing plans, diagrams, change records, and rollback procedures, and report project status, risks, and blockers to leadership.
Guide junior staff and student employees and train departmental users who manage call queues and auto attendants.
Bachelor's degree and 2 years of relevant experience, or a high school diploma and 6 years of relevant work experience; experience with Teams Phone, Direct Routing, SBCs, and enterprise telephony is preferred.
Anticipated salary of $64,518 to $80,000 for a full-time, on-site role working Monday through Friday, 8:00 AM to 5:00 PM.
Requires a valid Class E driver's license for occasional driving to locations on and off campus.

Unified Communications Engineer II, Collaboration Platforms Full Description

EIS- Data and Applications Administration

Job ID: R114456 | Main Campus, Orlando, Florida | Staff | Full time

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.

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 visa processing for individuals currently sponsored by another employer.

This role requires the successful candidate to work on-site at UCF as their primary work location. On-site presence is an essential function of this role.

Department:

UCF IT

Work Schedule:

Monday - Friday, 8:00 AM - 5:00 PM

Type of Appointment:

Regular

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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Unified Communications Engineer II, Collaboration Platforms

Edtech.com's Summary

Unified Communications Engineer II, Collaboration Platforms Full Description

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