We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

UMG is currently seeking an eager and exceptional individual to join our Network Infrastructure Team. The Unified Communications Engineer will be responsible for technical ownership and delivery on infrastructure projects and for infrastructure aspects of Application projects. Requires a strong technical experience in enterprise unified communications (UC) deployment and migrations. 

Job Functions: 

• Utilize technical skills to coordinate telephony enhancements and deployment efforts. 

• Responsible for UMG’s UC strategy and direction  

• Develop and implement migration plans 

• Develop and maintain UC standards and procedures. 

• Develop designs and configurations for telephony and phone equipment. 

• Develop and maintain configuration guides and knowledgebase articles for UC topics. 

• Physically install telephony servers and phone equipment to support global standards. 

• Turnover implemented work to the operational support teams including development of operational processes, documentation, and training. Ensure telephony project documentation is complete and accurate. 

• Utilizing knowledge of technology, UMG’s business needs, and UMG’s capabilities, serve as a liaison between stakeholders and UMG IT. 

• Review proposed solutions to ensure the delivery of a quality product or service 

• Confirm the alignment of customer expectations and implementation plans. 

• Provide documentation and communication to peers and management for status, coordination, objectives, and performance. 

• Work with service providers for the coordination, delivery, and testing of network circuits. 

• Assess and troubleshoot, consult with vendors, and coordinate with other teams for problem resolution of build activities. 

• Develop and present training on UC topics to engineering, implementation, and operations teams. 

• Serve as a tier-4 escalation point for UC issues. 

• Conduct proof of concepts for UC technologies 

• Ensure compliance with incident, problem, and change management procedures and standards to ITIL standards by all Sourcing Provider(s) 

• Attend technical project review meetings.  Ensure project technical designs meet UMG’s operational requirements are in compliance with UMG infrastructure and security standards 

• Other tasks as deemed necessary or appropriate 

Job Requirements: 

Skills/Abilities: 

• CCNP Collaboration or greater in UC environment preferred 

• Engineering level experience in telephony routing/switching in high volume workflows  

• Knowledge of standard telephony protocols including VOIP, SIP, H323, IP, UDP, RTP  

• Telephony experience with Cisco, MSTeams, & Zoom Phone 

• Proficiency in virtual call center routing and management 

• Proficiency in Telephony configuration and queue creation 

• Ability to create migration plans with minimal disruption to existing network 

• Ability to run large scale proof of concepts. 

• Ability to mentor and guide junior engineers. 

• Ability to work independently with minimal guidance. 

• Solid written, oral, and interpersonal communications skills    

• Fluent in English (written and oral) 

Experience: 

• Experienced IT professional with 3+ years overall experience and minimum of 3 years as a unified communications engineer. 

• Experience in the design and delivery of customer-facing presentations (2 years minimum)  

• Experience configuring and/or administering UC telephony platforms (Zoom Phone & Contact Center preferred) (2 years minimum) 

• Experience deploying, managing, and troubleshooting