Unified Communications Engineer III, Customer Engagement 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 III, Customer Engagement Platforms. This role is responsible for the design, implementation, administration, and support of the university's enterprise voice and customer engagement technologies. This role provides advanced expertise in Microsoft Teams Phone, contact center solutions, omnichannel communications, voice infrastructure, automation, integrations, and emerging AI-enabled customer engagement capabilities. The position collaborates with university stakeholders to deliver reliable, accessible, and scalable communication services that enhance the customer experience while supporting institutional goals.

Responsibilities:

Enterprise Voice and Customer Engagement Platforms

- Design, implement, administer, and support Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBCs), AudioCodes Voca Contact Center, and related communication technologies.
- Configure and maintain contact center solutions, including IVR, call routing, queues, skills-based routing, announcements, scheduling, callback functionality, and approved omnichannel services.
- Support customer engagement channels such as voice, chat, SMS, email, virtual agents, and self-service solutions.
- Monitor service health, system performance, call quality, capacity, and integrations, resolving issues proactively.
- Maintain platform configurations, inventories, standards, and technical documentation.

Technical Support and Incident Resolution

- Troubleshoot and resolve complex voice, contact center, endpoint, routing, integration, and service-quality issues.
- Conduct root-cause analysis and implement sustainable solutions using monitoring tools, analytics, logs, and vendor resources.
- Manage incidents and service requests through ServiceNow, ensuring accurate documentation and timely communication.
- Collaborate with network, security, identity, infrastructure, carrier, vendor, and productivity platform teams to resolve critical issues.
- Develop and enhance troubleshooting guides, operational procedures, and support documentation.

Solution Design and Stakeholder Consultation

- Partner with university departments to assess communication and customer engagement needs.
- Translate business requirements into scalable technical solutions and implementation plans.
- Recommend improvements that enhance service delivery, self-service capabilities, accessibility, reliability, and customer experience.
- Provide technical expertise for communications, training initiatives, and adoption activities.
- Advise leadership on technical considerations, risks, dependencies, and strategic opportunities.

Project Delivery and Platform Modernization

- Lead technical workstreams for contact center deployments, voice migrations, integrations, upgrades, and modernization efforts.
- Develop technical requirements, testing strategies, migration plans, and operational handoff documentation.
- Communicate project status, risks, dependencies, and technical decisions to stakeholders.
- Maintain E911 and emergency-calling configurations in accordance with university requirements and applicable regulations.
- Evaluate emerging technologies and future-state communication capabilities for operational effectiveness and supportability.

Automation, Integrations, and AI Solutions

- Design and implement automations, workflows, APIs, and integrations that improve system administration, reporting, monitoring, and data exchange.
- Evaluate and support AI-enabled capabilities such as virtual agents, conversational AI, intelligent routing, transcription, summarization, and knowledge integration.
- Collaborate with security, privacy, accessibility, governance, and business stakeholders to ensure compliant implementations.
- Create and maintain documentation to support long-term sustainability and operational readiness.

Change Management and Operational Readiness

- Assess platform updates, new features, and technology changes from Microsoft, AudioCodes, carriers, and related vendors.
- Develop change plans, testing procedures, impact assessments, communication materials, and rollback strategies.
- Ensure monitoring, support processes, documentation, and escalation procedures are established prior to production deployment.
- Implement solutions in alignment with university standards, security requirements, and operational best practices.

Knowledge Sharing and Leadership

- Provide technical mentorship and guidance to team members and stakeholders.
- Document system architectures, standards, and operational procedures.
- Support cross-training efforts to improve knowledge sharing and reduce operational risk.
- Stay current on developments in unified communications, contact center technologies, automation, AI, and customer engagement platforms.

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:

- Experience administering Microsoft Teams Phone and Direct Routing environments.
- Experience supporting enterprise contact center platforms and omnichannel customer engagement solutions.
- Knowledge of Session Border Controllers (SBCs), carrier services, and voice infrastructure technologies.
- Experience developing integrations, APIs, automation workflows, and scripting solutions.
- Experience with ServiceNow incident, change, and request management processes.
- Knowledge of AI-enabled customer engagement technologies, virtual agents, and self-service platforms.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder engagement abilities.

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 $75,809 - $90,000. 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 (https://hr.ucf.edu/current-employees/benefits/).

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
10-14-2026-12-00-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 [email protected] .

If an accommodation due to a disability is needed to apply for this position, please email [email protected] .