Unified Communications Engineer

Overview

The Unified Communications (UC) Engineer is responsible for the design, development, administration, and ongoing support of the organization’s Cisco Webex Unified Communications ecosystem, including Webex Calling, Webex Contact Center, and Webex Connect. This role ensures secure, reliable, and scalable cloud-based voice, messaging, and customer engagement services that support both internal collaboration and external customer interactions. The UC Engineer acts as a technical subject matter expert, partnering with infrastructure, network, security, application, and business teams to deliver high-quality communication services, support platform integrations, and drive continuous service improvement. Will serve as a technical advisor for Unified Communications and Contact Center services.

 

*** Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. ***

 

****To be considered for this position, you must reside in one of the following states: Texas, Connecticut, Michigan, Ohio, North Carolina, Georgia, Florida, or Arizona. Applicants residing in other states will not be considered at this time.****

 

 

***This is a temp to perm hire position***

 

*** The ideal candidate will have application side call flow design, development, implementation, calling configuration, and will have the necessary certifications ***

 

Responsibilities

JOB FUNCTIONS

 

Essential Functions:

 

• Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub.
• Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels.
• Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency.
• Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues.
• Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors.
• Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models.
• Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications.
• Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable).
• Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality.
• Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions.
• Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories.
• Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations.
• Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management.
• Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices.
• Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required.

 

Knowledge, Skills and Abilities:

 

• Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents,