Unified Communications Engineer
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Unified Communications Engineer based in the United States.
This role is a key technical leadership position responsible for designing, engineering, and optimizing a modern cloud-based communications ecosystem supporting both internal collaboration and external customer engagement. You will work at the intersection of networking, cloud telephony, and contact center technologies, ensuring highly available and secure UC services at enterprise scale. The environment is dynamic and highly collaborative, involving close partnership with infrastructure, security, and business stakeholders. You will play a critical role in shaping call flows, contact center experiences, and digital communication pathways. This position also requires hands-on problem-solving in complex cloud UC environments, particularly within Cisco Webex platforms. Your work will directly impact communication reliability, customer experience quality, and enterprise operational efficiency. It is ideal for a seasoned engineer who enjoys both architecture-level thinking and deep technical execution.
Accountabilities:
In this role, you will serve as a senior technical owner for enterprise Unified Communications and Contact Center platforms, ensuring stability, scalability, and performance across cloud-based systems.
- Design, configure, and maintain Cisco Webex UC environments, including Webex Calling, Webex Contact Center, and Webex Connect using Control Hub and related tools
- Develop and optimize call flows, IVRs, dial plans, routing strategies, PSTN configurations, and telephony policies aligned with business and regulatory requirements
- Provide Tier 3 escalation support, leading complex troubleshooting efforts across call quality, connectivity, provisioning, and system integration issues
- Build and maintain integrations between UC platforms and enterprise systems such as CRM, ITSM, and business applications via APIs and workflow tools
- Oversee user lifecycle management, including provisioning, role-based access control, licensing, and security compliance enforcement
- Monitor platform performance and develop analytics dashboards to track service quality, adoption, and operational efficiency
- Lead or support migrations from legacy telephony/contact center systems to cloud-based UC environments
- Produce and maintain technical documentation, architecture diagrams, workflows, and operational runbooks
- Collaborate with cross-functional teams including network, security, cloud, and application teams to deliver integrated solutions
- Mentor junior engineers and contribute to UC strategy, roadmap development, and continuous service improvement initiatives
- 5+ years of experience in Unified Communications and/or Contact Center engineering in enterprise environments
- Hands-on expertise with Cisco Webex Calling, Webex Contact Center, and Webex Connect, including Control Hub administration
- Strong experience designing call flows, IVRs, routing logic, dial plans, queues, and telephony infrastructure
- Proven ability to troubleshoot complex UC issues including call quality, signaling, connectivity, and configuration problems
- Experience integrating UC platforms with enterprise systems such as Salesforce, ServiceNow, Epic, or similar platforms
- Familiarity with digital communication channels, automation workflows, and API-based integrations
- Experience with reporting, analytics, and contact center performance measurement tools
- Strong understanding of ITSM processes (incident, problem, change management) and enterprise operational standards
- Excellent communication skills with the ability to translate technical concepts into business-friendly language
- Certifications such as Cisco Collaboration Core, Webex Contact Center, and ITIL are highly valued
- Competitive compensation package
- Temp-to-perm opportunity with long-term career potential
- Remote work flexibility within eligible U.S. states
- Exposure to enterprise-scale Cisco Webex cloud communications environments
- Opportunity to work on high-impact UC and contact center transformation initiatives
- Collaborative, cross-functional engineering culture
- Professional growth through complex architecture, integration, and migration projects
- Certification and continuous learning support (Cisco, ITIL, and related technologies)
- Participation in enterprise modernization and digital communication strategy initiatives.
Requirements
This role requires strong experience in enterprise Unified Communications engineering, particularly within Cisco Webex environments, combined with deep technical and troubleshooting expertise.