Unified Communications Engineer

Overview: The Unified Communications Engineer serves as a global subject matter expert for enterprise voice, video, contact center, and collaboration services. This role translates business and technical requirements into scalable unified communications solutions that improve service reliability, user experience, operational efficiency, and lifecycle governance. The successful candidate will bring strong technical depth across UCaaS platforms, Microsoft Teams, call center technologies, routing protocols, gateways, session border controllers, and integrated video conferencing. The role leads technical reviews, supports strategic solution design, guides implementation and transition to operations, mentors junior team members, and partners across Global IT, regional teams, vendors, and business stakeholders to deliver solutions aligned with enterprise standards and technology strategy. This is a maternity cover role. What You'll Do for Us: Solution Delivery and Technical Leadership - Lead design, validation, testing, implementation, and transition of enterprise voice, video, UCaaS, contact center, and collaboration services in partnership with business, regional IT, operations, and vendor teams. - Act as the technical point of contact for complex UC service requests, implementation issues, and escalations, ensuring solutions meet enterprise standards, security expectations, and operational requirements. Strategy, Governance, and Lifecycle Management - Manage or participate in cross-functional initiatives to evaluate technologies, conduct pilots, define standards, and implement solutions that support global UC strategy, lifecycle planning, compliance, and risk reduction. - Develop and maintain operational processes for incident, change, problem, performance, and lifecycle management to ensure stable and supportable UC services. Business Engagement and Project Execution - Gather, analyze, and prioritize business and technical requirements, then translate them into practical UC solution designs, estimates, implementation plans, and support models. - Manage project delivery against scope, timeline, budget, quality, and risk expectations; prepare executive-ready status updates, identify trends and variances, and recommend corrective actions when needed. Operations, Documentation, and Knowledge Transfer - Provide advanced support and oversight for complex telecom, network, UC, and video infrastructure issues, including root cause analysis and coordination across internal and external teams. - Produce clear documentation, transition materials, operational runbooks, and end-user or support training content for Global IT, Help Desk, regional IT, operations, and service teams. Mentoring and Continuous Improvement - Mentor junior team members and regional IT personnel, building capability, enabling shift-left support, and promoting consistent standards and practices across the global environment. - Use analytics, reporting, APIs, service trends, and stakeholder feedback to identify improvement opportunities and strengthen performance, adoption, supportability, and user experience. Qualifications & Experience: - Bachelor's degree in Computer Science, Telecommunications, Information Technology, Engineering, or a related discipline. - 1-3 years of relevant experience in unified communications, voice, video, collaboration, contact center, telecom infrastructure, or related enterprise technology services. Must have practical experience with the following; certifications are a plus: Voice over IP communication systems design, implementation, integration, and support. UCaaS and collaboration platforms, including Microsoft Teams. Contact center technologies, including IVR, routing, reporting, and integration patterns. Network and infrastructure components, including gateways, session border controllers, and enterprise routing dependencies. Video conferencing, meeting room technology, and integrated collaboration