Unified Communications Engineer II

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF's strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university's mission of teaching, learning, research, and community engagement.

For more information about UCF IT, visit https://it.ucf.edu.

The Opportunity:

We are seeking a skilled and customer-focused Unified Communications (UC) Support Engineer to join our team. In this role, you will provide Level 2+ technical and operational support for Microsoft Teams-based communication solutions, including enterprise voice capabilities, calling plans, and PSTN connectivity. You will be responsible for managing escalations and troubleshooting complex voice-related issues across Microsoft Teams Voice, Cisco Voice Solutions, Omnichannel platforms, and UCaaS environments.

This position works closely with cross-functional teams-including networking, security, IT infrastructure, desktop support-and partners with UCF IT Support Center staff and site administrators to resolve issues and fulfill service requests.

This is an Auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Responsibilities:

• Configure, manage, and optimize Microsoft-based UC platforms, including Microsoft Teams, Teams Phone System and features, AudioCodes VoIP systems, VoIP desktop and conference phones, SBCs (Session Border Controllers), AudioCodes One Voice Operations Center, analog voice gateways and third-party SIP devices.

• Troubleshoot and resolve complex VoIP issues, ensuring minimal service disruption and optimal performance.

• Collaborate with other IT teams to maintain reliable, secure, and compliant telephony systems.

• Stay current with emerging VoIP and Microsoft UC technologies and recommend innovative improvements.

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. Click here for more information

Preferred Qualifications:

• Experience working in telecommunications, networking, engineering, or IT support.

• Expertise in Microsoft UC platforms, including Microsoft Teams Voice and AudioCodes SBCs.

• Experience with PowerShell scripting and automation.

• Familiarity with IT Service Management frameworks, especially ITIL.

• Bachelor's degree, preferably in a STEM or engineering area.

• Microsoft Certified: Teams Voice Engineer Expert or equivalent Microsoft certifications.

Special Instructions to the Applicants:

On-call schedule: This position involves an on-call rotation where work after normal business hours or on weekends may be required.

This position may be eligible for a hybrid schedule after a probationary period, depending on workload, supervisor approval, and university policy.

This is an Auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Applicant must be authorized to work for any U.S. employer, as sponsorship is not available for this position.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• Flexible work environment

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

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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