UC Engineer, Sr.

DESCRIPTION______________________________________________

We are looking for a Unified Communications Junior Specialist to enhance the technical capabilities of our Digital Workplace Platforms Tower within the Infra Services Division.

In this role, you will be responsible for handling day-to-day technical operations, including remote administration, configuration, monitoring, and troubleshooting for Microsoft Teams users and devices within our customers environments. Additionally, you will perform support activities based on knowledge base articles and Standard Operating Procedures.

The ideal candidate for this role can triage issues, identify areas of focus, and strategize the best approaches for optimal results. We seek a team player with strong analytical and technical skills who can effectively communicate the reasoning behind technical decisions to non-technical stakeholders. Our new colleague must be comfortable working in an agile environment and be able to break complex ideas and situations into smaller components.

Success in this role demands exceptional organizational and communication skills, the ability to juggle multiple projects, problem-solving aptitude, and strong analytical capabilities to navigate complexities with a focus on process improvement.

This role operates under 12x5 rotating shifts schedule with 9 hours shifts.

Job Responsibilities

Operations & Incident Response

• Investigate, and resolve incidents for Teams Phone/Telephony, SBC/SIP, PSTN carrier issues, and Teams meeting quality.
• Perform SIP ladder analysis (SIP 18x/2xx/4xx/5xx), SBC/Teams log review, and network-layer checks (QoS, DSCP, jitter, packet loss) using AudioCodes Syslog/trace, Wireshark, Call Analytics, and CQD.
• Handle number activation/porting, DID assignments, and call routing issues across regions.
• Execute runbooks and escalate to L3/vendors with clear RCA inputs when needed.
• Voice routing policies, PSTN usages, route priorities, Normalization rules, Dial plans (tenant & user scope).
• Auto attendants and Call queues (greetings, schedules, overflow/timeout, agent assignments).
• Operate and maintain AudioCodes Mediant SBCs/gateways (trunks, SIP interfaces, routing tables, transformation rules, TLS/SRTP, certificates).
• Support Survivable Branch Appliance (SBA) scenarios where applicable.
• Proactively monitor Teams service health, SBC alarms, trunk utilization, SIP errors, and carrier status.
• Use CQD, Teams Call Analytics, AudioCodes Syslog/EMS, and SNMP to identify patterns and drive remediation (QoS marking, CAC, bandwidth policy).
• Contribute to Problem Management (trend analysis, RCAs, corrective/preventive actions).
  
  Microsoft Teams Rooms (MTR) -
• Provide support for Teams Rooms on Windows/Android:
  1. Peripheral checks (certified cameras, mics, speakers), HDMI ingest, content camera.
  2. Device enrollment, Teams Rooms Admin Center (TRAC) monitoring, firmware/app updates, and Intune compliance basics.
  3. Room account configuration (licensing-MTR Pro/Basic, resource accounts, policies), basic troubleshooting, and vendor coordination for hardware replacement.
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Support Manager

Job Responsibilities

Operations & Incident Response

• Investigate, and resolve incidents for Teams Phone/Telephony, SBC/SIP, PSTN carrier issues, and Teams meeting quality.
• Perform SIP ladder analysis (SIP 18x/2xx/4xx/5xx), SBC/Teams log review, and network-layer checks (QoS, DSCP, jitter, packet loss) using AudioCodes Syslog/trace, Wireshark, Call Analytics, and CQD.
• Handle number activation/porting, DID assignments, and call routing issues across regions.
• Execute runbooks and escalate to L3/vendors with clear RCA inputs when needed.
• Voice routing policies, PSTN usages, route priorities, Normalization rules, Dial plans (tenant & user scope).
• Auto attendants and Call queues (greetings, schedules, overflow/timeout, agent assignments).
• Operate and maintain AudioCodes Mediant SBCs/gateways (trunks, SIP interfaces, routing tables, transformation rules, TLS/SRTP, certificates).
• Support Survivable Branch Appliance (SBA) scenarios where applicable.
• Proactively monitor Teams service health, SBC alarms, trunk utilization, SIP errors, and carrier status.
• Use CQD, Teams Call Analytics, AudioCodes Syslog/EMS, and SNMP to identify patterns and drive remediation (QoS marking, CAC, bandwidth policy).
• Contribute to Problem Management (trend analysis, RCAs, corrective/preventive actions).
  
  Microsoft Teams Rooms (MTR) -
• Provide support for Teams Rooms on Windows/Android:
  1. Peripheral checks (certified cameras, mics, speakers), HDMI ingest, content camera.
  2. Device enrollment, Teams Rooms Admin Center (TRAC) monitoring, firmware/app updates, and Intune compliance basics.
  3. Room account configuration (licensing-MTR Pro/Basic, resource accounts, policies), basic troubleshooting, and vendor coordination for hardware replacement.
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Support Manager

Job Requirements

• Strong understanding of SIP call flows, SBC configuration (preferably AudioCodes Mediant), carrier interop, number porting, DID management, DTMF, codec negotiation, TLS/SRTP, and certificate management.
• Hands-on with Direct Routing and/or Operator Connect, voice routing policies, PSTN usages, dial plans, normalization rules, emergency calling/E911 (where applicable), auto attendants and call queues.
• Proficiency with SIP traces, Wireshark, AudioCodes Syslog/trace, Call Analytics, CQD, and Teams Admin Center troubleshooting.
• Working knowledge of Teams/Skype for Business Online PowerShell for user/voice policy administration and bulk operations.
• Solid understanding of QoS (DSCP marking), bandwidth/CAC, firewall rules, and NAT/SBC edge concepts relevant to Teams voice.
• L2 support experience for MTR-W/MTR-A (device onboarding, TRAC monitoring, patching, basic peripherals and room setup troubleshooting).
• ITIL: Familiarity with ITIL processes comfortable operating within incident/change/problem frameworks.
• Proven ability to prioritize tasks and issues according to the business impact
• Good written and verbal communication skills
• Good time management skills
• Mentor more junior colleagues
• Serves as a primary technical liaison for customers
• Able to work in a high pressure environment
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Flexible and proactive with a will do attitude
• Takes responsibility and follows through on issues to closure and root cause resolution
• Demonstrable desire to achieve

Mindset & Learning Capability

• Strong willingness to learn and develop in the UC domain
• Ability to understand technical documentation
• Analytical thinking and structured troubleshooting approach
• Ownership mindset and accountability
• Good communication skills

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.