Unified Communications Engineer III (Voice)

Facilities and Business Operations:

Facilities and Business Operations team at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: http://fs.ucf.edu/ or Facebook and Instagram: UCF Facilities

The Opportunity:

The UCF IT department within Facilities and Business Operations is seeking to hire a Unified Communications Engineer III (Voice). This role is responsible for designing, implementing, and maintaining enterprise voice services to ensure secure, reliable, and compliant communication across the university. This role supports a modern, converged voice and Microsoft 365 environment, delivering high-quality service through technical expertise, project execution, and a strong customer-first approach.

Responsibilities:

Voice Platform Engineering & Administration

• Design, implement, and support enterprise voice solutions, including Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBC), and related infrastructure.

• Administer and support Microsoft Teams Rooms (MTR), including hardware, configuration, and meeting room endpoints.

• Manage PoE infrastructure and endpoint provisioning, maintaining accurate inventory and service reliability.

• Monitor voice platform health and call quality using CQD and Call Analytics, proactively resolving issues.

Technical Support & Problem Resolution

• Troubleshoot and resolve complex voice issues, identifying root causes and implementing sustainable solutions.

• Manage incidents and service requests in ServiceNow with clear documentation and timely updates.

• Escalate issues appropriately, providing full context for efficient resolution.

• Support contact center integrations and configurations aligned with university needs.

Customer Engagement & Communication

• Serve as a primary contact for voice service requests, delivering clear and professional communication.

• Translate technical concepts into user-friendly language for non-technical stakeholders.

• Follow up to ensure issues are fully resolved and customer expectations are met.

• Collaborate with IT teams across M365, Infrastructure, and Security to coordinate changes.

Project Delivery & Migration

• Support the migration from legacy voice systems to Microsoft Teams Phone.

• Lead or contribute to voice-related projects, managing deliverables and communicating progress.

• Ensure E911 compliance (Kari’s Law, Ray Baum’s Act) across all configurations.

• Maintain thorough project documentation and implementation records.

Automation, Scripting & AI

• Develop PowerShell scripts to automate provisioning, reporting, and system maintenance tasks.

• Identify and recommend automation opportunities to improve efficiency.

• Support adoption of Microsoft AI capabilities related to voice services in collaboration with AI teams.

Vendor Research & Change Management

• Evaluate Microsoft Teams Phone updates and SBC vendor enhancements.

• Follow IT change management processes, including impact assessments and testing.

• Support PBX decommissioning activities.

• Provide structured recommendations based on vendor evaluations.

Mentoring & Knowledge Sharing

• Guide and support junior engineers, fostering technical and professional development.

• Contribute to team documentation and knowledge-sharing initiatives.

Professional Development

• Stay current with enterprise voice technologies, Microsoft Teams updates, and industry best practices.

Minimum Qualifications:

Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 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:

• Advanced experience designing and implementing Microsoft Teams Phone with Direct Routing and Session Border Controllers (SBC).

• Strong knowledge of E911 compliance requirements, including Kari’s Law and Ray Baum’s Act.

• Experience administering Microsoft Teams Rooms (MTR) and integrated audio/video conferencing environments.

• Proficiency in PowerShell scripting for automation of voice provisioning, reporting, and system maintenance.

• Experience monitoring and optimizing call quality using CQD and Call Analytics.

• Familiarity with enterprise contact center integrations and voice-related configurations.

• Experience managing PoE infrastructure and large-scale endpoint provisioning.

• Knowledge of Microsoft 365 services and cross-platform integrations within an enterprise environment.

• Experience evaluating vendor solutions (e.g., SBCs) and supporting change management processes.

• Experience supporting voice system migrations, including PBX decommissioning in large organizations (preferably higher education).

Special Instructions to the Applicants:

The anticipated salary range for this position is $75,809 - $90,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

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. 

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.

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, 8:00am - 5:00pm

Type of Appointment

Regular

Expected Salary

$75,809.00 to Negotiable

Job Posting End Date

07-10-2026-12-00-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. 

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

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