Infrastructure Engineer

Summary:We are seeking a highly motivated UC Technician to support and maintain our unified communications systems, including voice, video, and messaging platforms. The successful candidate will provide technical assistance for users, troubleshoot UC-related issues, and assist in the setup and maintenance of hardware, software, and VoIP infrastructure. This role will work closely with the UC engineering team and other IT staff to ensure seamless communication services across the organization.

Duties and Responsibilities:

• Provide Tier 1 and Tier 2 technical support for VoIP systems, unified communications platforms, and collaboration tools.
• Assist in the setup, configuration, and maintenance of IP phones, video conferencing equipment, and UC applications (e.g., Microsoft Teams, Zoom, Slack).
• Respond to end-user requests and resolve issues related to call quality, connectivity, voicemail, and video conferencing.
• Perform routine system maintenance, software updates, and patching for UC platforms and devices.
• Manage user accounts, permissions, and devices in UC platforms, ensuring appropriate access and settings.
• Coordinate with the network team to ensure optimal configuration and performance of voice services, including SIP trunking and QoS configurations.
•  Assist in the installation and configuration of new UC hardware, such as IP phones, headsets, video conferencing equipment, and other related peripherals.
•  Support daily operations of UC platforms including Zoom, Momentum VoIP, and Genesys Cloud/Contact Center environments.
•  Document troubleshooting steps, system configurations, and procedures to enhance the knowledge base.
• Provide training and support to end-users on UC system usage and best practices.

Education and Experience:

•  Familiarity with UC platforms such as Microsoft Teams, Zoom, Slack, and related tools.
•  Basic understanding of VoIP technology, including SIP, RTP, and QoS.
• Experience with IP phones, video conferencing equipment, and softphones such as Momentum and Genesys platforms
•  Strong troubleshooting skills for UC-related hardware and software issues.
  
• Excellent communication skills, both verbal and written, to interact with users and IT teams.
  
• Ability to work independently and as part of a team in a fast-paced environment.
  
• Ability to prioritize and manage multiple tasks and incidents effectively.

Required Skills and Competencies:

• Familiarity with UC platforms such as Microsoft Teams, Zoom, Slack, and related tools.
• Basic understanding of VoIP technology, including SIP, RTP, and QoS.
• Experience with IP phones, video conferencing equipment, and softphones such as Momentum and Genesys platforms
• Strong troubleshooting skills for UC-related hardware and software issues.
• Excellent communication skills, both verbal and written, to interact with users and IT teams.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to prioritize and manage multiple tasks and incidents effectively.

Preferred Experience (Nice to Have):

• Exposure to SIP protocols, trunk configuration, and SBCs.
• Familiarity with phone number porting and provisioning processes.
• Scripting experience using PowerShell, Python, or REST APIs to automate routine tasks or integrate with UC platforms.

*This is an exempt role, paid a salary wage. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.