Job Description
A client of Insight Global is seeking a Unified Communications Engineer III specializing in enterprise voice and contact center technologies.
This individual will be responsible for supporting and maintaining enterprise communication services with a strong focus on contact center operations, Microsoft Teams Phone, Direct Routing, SBCs, and overall voice platform reliability. They will manage and optimize contact center environments, support call routing and queue functionality, troubleshoot complex voice and contact center issues, manage ServiceNow tickets, and partner with users, vendors, and internal IT teams to ensure reliable communication services across the organization.
The ideal candidate will have experience supporting enterprise voice environments, contact center platforms, Teams Phone migrations, and E911 compliance initiatives. They will leverage PowerShell automation, evaluate voice and contact center technologies, participate in change management activities, and contribute to modernization efforts as the organization continues to enhance its communications infrastructure. Experience with Microsoft 365, contact center operations, and large enterprise voice environments is highly preferred.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Bachelor’s degree and 4 years of relevant experience, or high school diploma/equivalent and 8 years of relevant work experience, or an equivalent combination of education and experience.
• Experience supporting and administering enterprise contact center platforms and voice communication environments.
• Experience designing, implementing, and supporting Microsoft Teams Phone, Direct Routing, Session Border Controllers (SBCs), and related voice infrastructure.
• Experience troubleshooting complex voice and contact center issues, identifying root causes, and implementing long-term solutions.
• Experience managing incidents and service requests through ServiceNow with clear documentation and timely communication.
• Experience monitoring voice and contact center performance using CQD, Call Analytics, and other operational reporting tools.
• Knowledge of E911 compliance requirements, including Kari's Law and Ray Baum's Act.
• PowerShell scripting experience for automation, reporting, provisioning, and system maintenance.
• Experience working directly with end users, business stakeholders, vendors, and IT teams to support critical communication services.
• Valid Class E driver's license.
Nice to Have Skills & Experience
• Advanced experience with Microsoft Teams Phone, Direct Routing, and SBC platforms.
• Experience administering or integrating enterprise contact center solutions.
• Experience supporting call routing, queues, auto attendants, agent workflows, and contact center reporting.
• Experience managing Microsoft Teams Rooms and conferencing technologies.
• Experience with Microsoft 365 services and enterprise integrations.
• Experience supporting PBX migrations and voice modernization initiatives.
• Experience evaluating vendor solutions and participating in change management processes.
• Experience mentoring junior engineers and contributing to technical documentation.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.