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Lead Unified Communications Engineer - Structured Skip to the content

Structured

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Employment

Lead Unified Communications Engineer

Drive innovation in Unified Communications while leading complex deployments and technical excellence.

Structured Communication Systems, Inc is seeking a Lead Unified Communications Engineer to join our Unified Communication team.

As part of our team, you will be a lead technical resource and escalation point for complex customer environments, supporting the design, implementation, optimization, and maintenance of Unified Communications solutions.

The Lead Unified Communications Engineer collaborates with Structured's customers, sales team engineers, and vendors to develop and deliver communication solutions that align with business and technical requirements. This position provides technical guidance to engineering staff, supports troubleshooting and service delivery activities, participates in pre-sales engagements, and contributes to the continuous improvement of operational processes, documentation, and service quality.

Successful candidates will demonstrate strong technical expertise in Unified Communications technologies, effective communication and customer service skills, and the ability to work collaboratively across cross-functional teams to support customer and organizational objectives.

Compensation: $115,000.00 - $140,000.00 (annually)

(Must maintain a valid driver's license and motor vehicle insurance - at least equal to the state's minimum coverage requirements.)

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the day-to-day operations of Structured's Unified Communications (UC) Engineers in delivering Professional Services for system implementations and long-term support contracts.
• Serves as an escalation point for UC Engineers, assisting with the triage of complex incidents while sharing expertise and best practices.
• Supervises the status of projects and work assignments.
• Ensures appropriate staffing levels and schedules are maintained to support operational requirements.
• Facilitates the professional development of UC Engineers through training, mentorship, coaching, and knowledge sharing.
• Participates in an on-call management escalation rotation as required.
• Interfaces with customers and end users to design, implement and manage Unified Communications solutions.
• Translates business requirements into functional and technical specifications.
• Develops solution implementation plans for customers.
• Creates alternative solution designs to meet customer performance, operational, and cost objectives.
• Documents solution designs, project scope, and implementation requirements in a clear, concise, and accurate manner.
• Supports customers through implementation activities and provides knowledge transfer as needed.
• Collects and analyzes information necessary to effectively troubleshoot and triage incidents and service requests in accordance with service level agreements (SLAs).
• Diagnoses, troubleshoots, and resolves hardware, software, network, and system-related issues, replacing defective components when necessary.
• Follows established policies and procedures for documenting and tracking activities within Structured's CRM and ticketing systems.
• Assists Structured's Sales team throughout the pre-sales process by providing technical expertise and solution recommendations.
• Effectively communicates Structured's value proposition through customer presentations, proposals, and supporting collateral.
• Provides input for Professional Services Statements of Work (SOWs), develops SOWs as directed, and provides project management support as needed.
• Performs additional duties as assigned.

Competencies

• Promotes and maintains the highest standard of customer service at all times.
• Ability to maintain and continually develop accurate product and application knowledge.
• Excellent leadership, communication, and interpersonal skills.
• Skilled in communicating, fostering, and maintaining relationships with internal teams, customers, prospective customers, and vendors.
• Capable of working strategically and collaboratively across departments.
• Effectively manages challenging demands from internal and external stakeholders and clients.
• Ability to translate technical concepts into business-focused communication for non-technical audiences.
• Excellent troubleshooting, project management, documentation, and problem-resolution skills.
• Demonstrates success working in a fast-paced, deadline-driven environment.
• Maintains strict confidentiality.
• Represents Structured at industry events, conferences, and forums.

Education and Experience

Bachelor's degree (B.A. or B.S.) in information systems, computer science, or a related technical discipline required; plus 3 years of experience; or at least 7 years of related experience and/or training; or equivalent combination of education and experience in Information Systems.

• 3 or more years of experience leading and coordinating projects involving multiple contributors, stakeholders and customer-facing deliverables.
• 3 or more years' experience supervising employees, workflow, creating team schedules, and task delegation.
• Experience supporting pre-sales activities, including conducting technical product demonstrations, addressing customer requirements, and developing solution designs for proposals and quotes.
• Must have a strong technical background with extensive experience in complex and diverse network environments.
• Strong experience with technologies from the following manufacturers: ADTRAN, Mitel and ShoreTel.
• Strong field experience and expert knowledge of data networking and IP technologies, including: VLAN configuration, Spanning-tree, and NAT.
• Strong experience working with technologies from Microsoft, including: Windows Server 2019/2022, HyperV and troubleshooting applications installed on both end-user PC's and servers, and performing packet captures and analysis using appropriate tools (such as WireShark, etc.)
• Experience with VoIP technologies such as G.711, G.729, Voice Gateways, SIP, PRI, and Analog cross-connects.

General Office Computer Skills:

To perform this job successfully, an individual should be an experienced user of the Microsoft Office Suite (including Excel, Word, and Teams), Smartsheet, and have experience with customer relationship management (CRM) tools.

Language Skills:

Ability to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally sedentary in nature, but may require frequent standing, walking, talking, and hearing. Frequent use of phones, computers and other general office equipment is required.

While performing the duties of this job, the employee will be required to lift and/or move up to fifty (50) pounds.

Must have the ability to occasionally travel to customer locations or to attend customer and vendor events.

Working Conditions:

The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in both a general office environment, as well as a data center environment. Within the general office environment both the lighting and temperature are generally moderate. The data center environment is generally cool in temperature and the lighting is moderate; the noise level in the data center environment is generally loud.

This position may require an adjusted work schedule and evening hours in order to meet or attend vendor/customer needs. Flexibility to field phone calls, or system alerts and provide remote and/or on-site support to clients outside of normal business hours, including weekends and holidays.

Supervisor Responsibilities:

• Instructs employees on work to be carried out and the methods to be adopted.
• Ensuring that business goals, deadlines, and performance standards are met.
• Responsible for training and onboarding new employees to ensure they understand their duties and responsibilities.
• Continuously provides guidance and on-the-job training to UC engineers (as needed).
• Directly assesses the work performance of UC engineers and identifies areas for improvement.
• Responsible for approving vacation time, sick time, and overtime with adequate coverage for internal and client project needs.
• Responsible for assisting in completing employee performance reviews (as needed).
• Reports performance issues and employee assessments to the Management team.
• Maintains order and discipline in the workplace and reports disputes or other problems to the Management team by informing and briefing them appropriately.
• Provides recommendations in the hiring and termination process (as needed).

Benefits:

Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry-based certifications is highly encouraged.

• We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.*

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• Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

Location

Clackamas, Oregon

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Structured is a leading provider of information technology solutions and systems integration services. For more than 30 years, we've translated an ever-widening range of IT into actionable strategies with a business-driven context. From implementing security enhancements to streamlining data center operations, from designing multicloud architectures to simplifying infrastructure management, from fixing a client's network errors to enabling their digital transformation opportunities, Structured bridges people, business and technology.

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