Senior UCaaS Engineer

ROLE DESCRIPTION: 

The UCaaS Engineer is responsible for engineering, administering, and improving the company's enterprise voice and unified communications environment, with a primary focus on Zoom Phone. This role supports the migration from 8x8 to Zoom Phone, establishes scalable platform standards, and partners with Network, Infrastructure, Telecom, vendors, and the Service Desk to ensure reliable voice services, strong call quality, and effective operational support across the enterprise. 

KEY RESPONSIBILITIES: 

• Administer and operate Zoom Phone and related UCaaS services in a large enterprise, multi-site environment, including user administration, calling features, conferencing, messaging, and platform configuration. 

• Design, configure, and maintain Zoom Phone dial plans, site configuration, number management, number normalization, emergency calling, user policies, auto attendants, call queues, shared line groups, voicemail policies, and related call flow standards. 

• Plan and execute the enterprise migration from 8x8 to Zoom Phone, including discovery, design, phased cutover planning, number porting coordination, user readiness, validation testing, issue remediation, and post-migration stabilization. 

• Establish engineering standards for user provisioning, calling features, number management, and service configuration; provide escalation support and guidance to the Service Desk for complex or non-standard changes. 

• Monitor service health, call quality, utilization, licensing, and platform performance; identify trends and partner with stakeholders to improve the overall user experience. 

• Troubleshoot complex issues involving SIP signaling, registration, routing, carrier connectivity, devices, call quality, and platform administration using structured problem-solving methods. 

• Partner with Network teams to validate dependencies such as QoS, DNS, firewall rules, NAT, session border controller requirements, and internet circuit performance. 

• Coordinate with carriers, vendors, and service providers for number porting, escalations, service requests, outages, and issue resolution. 

• Support platform upgrades, migrations, acquisitions, new site implementations, feature rollouts, and resiliency improvements using defined change plans, validation steps, monitoring, and rollback plans. 

• Identify opportunities to automate repeatable administrative work and improve reporting using PowerShell, Python, Microsoft Graph API, Zoom APIs, 8x8 APIs, or other vendor-specific APIs where practical. 

• Develop and operate ITSM processes for incident, problem, and change management; create and maintain standards, runbooks, knowledge articles, call flow diagrams, and troubleshooting guides. 

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Strong working knowledge of UCaaS and enterprise voice concepts including SIP, dial plans, number management, emergency calling, call routing, queues, shared line groups, and voicemail administration. 

• Hands-on understanding of Zoom Phone admi