Unified Communications Engineer / Architect
Pay Range: $65/hour to $78/hour
Job Summary:
We are seeking an experienced Unified Communications Engineer / Architect to lead the design, implementation, and support of enterprise contact center and telephony solutions, including AI-driven platforms. This role is responsible for driving technical strategy, improving processes and workflows, and delivering scalable, high-quality unified communications (UC) solutions across the organization.
The ideal candidate will provide technical leadership, mentor team members, and serve as a subject matter expert in voice infrastructure, contact center technologies, and enterprise communications architecture.
Key Responsibilities:
- Lead the design, deployment, and ongoing support of enterprise unified communications and contact center solutions
- Define and drive UC architecture strategy, standards, and best practices
- Analyze complex technical issues, identify root causes, and implement effective solutions
- Design, implement, and manage voice network infrastructure, including WAN and wireless integrations
- Develop and test disaster recovery and business continuity plans for UC systems
- Create and maintain technical documentation, including architecture diagrams, white papers, and roadmaps
- Evaluate new technologies and assess their impact on existing systems and business operations
- Lead integration and administration of internal and external UC solutions
- Provide technical leadership, mentoring, and guidance to engineers and developers
- Participate in architecture reviews, design sessions, and technical committees
- Act as a subject matter expert across multiple projects and initiatives
- Collaborate with cross-functional teams to ensure alignment with enterprise goals
- Advise leadership on technical strategies, risks, and improvements
Required Qualifications:
Education:
- Bachelors degree in Computer Science, Information Systems, Computer Engineering, or a related field
- Equivalent experience (minimum 16 years in IT or business support) may be considered in lieu of a degree
Experience:
- 12+ years of experience in information technology or business systems support
- 5+ years of experience in technology leadership or management roles
- Extensive experience with telephony, SIP, and contact center engineering and architecture
- Advanced experience designing, implementing, and supporting voice network infrastructure
Technical Skills:
- Expertise in unified communications platforms including Nortel, Avaya, and Cisco
- Strong experience with service provider integrations (e.g., SIP trunks, PRI, and carrier services)
- Hands-on experience with:
- Cisco wired and wireless IP phones
- Nortel/Avaya systems design and administration
- PRI/Smart trunk configuration
- Dial plans, NXX numbering, and call routing
- Capacity planning and performance management
- Experience with WAN circuits, cabling infrastructure, and network integration
- Knowledge of contact center platforms and AI-driven communication solutions is highly desirable
Core Competencies:
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
- Proven ability to lead technical teams and mentor junior staff
- Strategic thinking with a focus on scalable, long-term solutions
- Ability to manage complex, high-impact projects
Additional Information:
- This role involves working on complex and high-visibility initiatives
- Responsibilities may include participation in after-hours support or on-call rotations
- Other duties may be assigned as needed