Unified Communications Engineer II, Collaboration Platforms

University Operations:

The University Operations division at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

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The Opportunity:

University Operations is seeking to hire a Unified Communications Engineer II, Collaboration Platforms. This role is responsible for supporting enterprise voice infrastructure and collaboration services used by faculty and staff across the institution. Working under the technical direction of the Senior Customer Engagement Platforms Engineer, this position implements, administers, and supports technologies including Microsoft Teams, Teams Phone, Direct Routing, session border controllers, voice gateways, and related communications services. The role is responsible for maintaining reliable calling and collaboration platforms, troubleshooting technical issues, supporting user migrations, developing project documentation, and contributing to the successful delivery of communications initiatives that enhance connectivity across campus.

Responsibilities:

Enterprise Voice Infrastructure & Collaboration Services

• Install, configure, and support voice gateways, including SIP, MGCP, and analog gateway technologies.
• Implement approved configuration changes on session border controllers (SBCs) and Direct Routing connections.
• Maintain E911 locations and emergency calling configurations.
• Administer and support Microsoft Teams collaboration and calling services, including Teams Phone, chat, channels, meetings, webinars, auto attendants, call queues, voicemail, and number assignments.
• Monitor service health, call quality, and system performance while maintaining configuration records and operational documentation.

Troubleshooting & Operational Support

• Diagnose and resolve calling, meeting, call routing, call quality, desk phone, and collaboration service issues.
• Utilize administrative and diagnostic tools to identify and address service disruptions.
• Manage incidents and service requests through ServiceNow and coordinate with internal and external support teams as needed.
• Escalate complex platform or architectural issues with appropriate technical documentation and analysis.

User Deployment & Migration

• Support user, department, and phone number migrations to Teams Phone and collaboration platforms.
• Coordinate number porting, desk phone provisioning, testing, and post-migration validation activities.
• Provide technical demonstrations and onboarding support for departments adopting new communications services.
• Partner with training and adoption teams to support end-user communications and change management efforts.

Project & Documentation Support

• Develop technical documentation, migration plans, testing plans, diagrams, and change records.
• Prepare rollback procedures and support implementation activities for approved changes.
• Provide project status updates and communicate risks, dependencies, and blockers to leadership and project stakeholders.

Training & Team Collaboration

• Provide technical guidance on assigned tasks to junior staff and student employees.
• Deliver administrative training for departmental users responsible for call queues, auto attendants, and delegated platform administration.
• Contribute technical content and knowledge-sharing resources to support user training initiatives.

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(6).

Preferred Qualifications:

• Experience administering Microsoft Teams and Teams Phone.
• Experience with Direct Routing, Session Border Controllers (SBCs), and voice gateways.
• Experience supporting enterprise telephony, call routing, and number management.
• Knowledge of E911 requirements and emergency calling configurations.
• Experience with contact center, IVR, or customer engagement platforms.
• Experience managing incidents and requests through ServiceNow or similar IT service management platforms.
• Strong technical documentation, project coordination, and customer service skills.

Special Instructions to the Applicants:
Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.

The anticipated salary range for this position is $64,518 - $80,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

This role requires the successful candidate to work on-site at UCF as their primary work location. On-site presence is an essential function of this role.

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 12 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
• 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.

Department

UCF IT

Work Schedule

Monday - Friday, 8:00 AM - 5:00 PM

Type of Appointment

Regular

Expected Salary

Job Posting End Date

10-27-2026-12-00-AM

The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law.  The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.  

UCF is proud to be a smoke-free campus and an E-Verify employer. 

For general application or posting questions, please email talent@ucf.edu.

If an accommodation due to a disability is needed to apply for this position, please email onac@ucf.edu.