Overview:
The Unified Communications (UC) Engineer is responsible for the design, development, administration, and ongoing support of the organization’s Cisco Webex Unified Communications ecosystem, including Webex Calling, Webex Contact Center, and Webex Connect. This role ensures secure, reliable, and scalable cloud-based voice, messaging, and customer engagement services that support both internal collaboration and external customer interactions. The UC Engineer acts as a technical subject matter expert, partnering with infrastructure, network, security, application, and business teams to deliver high-quality communication services, support platform integrations, and drive continuous service improvement. Will serve as a technical advisor for Unified Communications and Contact Center services.
*** Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. ***
****To be considered for this position, you must reside in one of the following states: Texas, Connecticut, Michigan, Ohio, North Carolina, Georgia, Florida, or Arizona. Applicants residing in other states will not be considered at this time.****
***This is a temp to perm hire position***
Responsibilities:
JOB FUNCTIONS
Essential Functions:
- Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub.
- Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels.
- Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency.
- Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues.
- Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors.
- Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models.
- Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications.
- Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable).
- Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality.
- Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions.
- Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories.
- Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations.
- Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management.
- Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices.
- Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required.
Knowledge, Skills and Abilities:
- Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents, problems, and changes using ServiceNow, and contribute to the development and enforcement of operational standards and procedures.
- Strong customer service and stakeholder engagement skills, with the ability to build trust, actively listen, and communicate technical concepts clearly to both technical and non-technical audiences.
- Advanced analytical, troubleshooting, and problem-solving skills, with the ability to diagnose complex Unified Communications and Contact Center issues and develop solution-focused recommendations.
- Excellent written and verbal communication skills, including the ability to produce clear, accurate technical documentation, standards, and operational procedures.
- Ability to manage multiple priorities and projects simultaneously, effectively organizing work, meeting deadlines, and operating in a fast-paced enterprise environment.
- Advanced critical thinking and decision-making abilities, enabling independent judgment while aligning solutions to organizational standards and business objectives.
- Strong technical aptitude and systems knowledge, including understanding the capabilities, limitations, and integration points of enterprise computing and communications systems.
- Ability to work both independently and collaboratively, requiring minimal supervision while contributing effectively within cross-functional teams.
- High attention to detail and accuracy, ensuring system configurations, documentation, and changes are implemented correctly and consistently.
- Adaptability and willingness to embrace change, including rapidly learning new technologies, responding to evolving business needs, and supporting continuous improvement initiatives.
Qualifications:
QUALIFICATIONS:
Education:
Bachelor's Degree (higher degree accepted) in Information Technology, Computer Science Or Engineering OR
Associates Degree (higher degree accepted) Plus 5 years equivalent practical experience -Required
Work Experience:
- 5 years of experience supporting enterprise Unified Communications and/or Contact Center platforms, including cloud-based UCaaS and CCaaS solutions. - Required
- 5 years of hands-on administration and engineering experience with Cisco Webex Calling and Webex Contact Center, including Control Hub configuration and platform operations. -Required
- 5 years of Experience designing, deploying, and supporting call routing and telephony services, including dial plans and call flows/IVRs, queues, skills-based routing, and digital channels. -Required
- 5 years of Proven ability to troubleshoot complex UC and Contact Center issues, including call quality, connectivity, signaling, and provisioning across hybrid and cloud environments. -Required
- 3 years of Experience with enterprise integrations, including CRM and ITSM platforms such as Epic, Salesforce, ServiceNow, and other API-driven integrations. -Required
- 3 years of Experience with Webex Connect and digital workflow orchestration, including messaging and automation. -Required
- 3 years of Experience with reporting, analytics, and Workforce Optimization tools, including contact center performance dashboards, Quality Management (QM), and Workforce Management (WFM). -Required
Licenses and Certifications:
- Information Technology Infrastructure Library (ITIL 4) Certificate -Within 6 Months - Required
- Cisco Certified Specialist – Collaboration Core (350-801 CLCOR) Certificate - Upon Hire -Required
- Cisco Webex Calling and Webex Contact Center certifications Certificate -Upon Hire -Required
