UCC Engineer - Digital Signage

Responsibilities Job Summary As the UCC Engineer, you will be responsible for implementing, integrating, and supporting cloud-based Unified Communications & Collaboration (UC&C) solutions, on a customer’s site or remotely, within the candidate’s career discipline (Microsoft, Zoom, Cisco, AVoIP Networking, Digital Signage, etc…).The UCC Engineer works closely with global enterprise customers, internal teams, and vendors to resolve critical incidents, optimize workflows, and drive long-term solutions. In addition to handling escalations from both internal and external stakeholders, this role will contribute to knowledge base development, assist in process improvement initiatives, and play a key role in delivering world-class customer service. This position requires excellent technical prowess, customer service, organizational, time management, problem solving and interpersonal skills. Essential Duties and Responsibilities Manage enterprise-scale projects, such as firmware lifecycle planning, cloud migrations, and platform integrations across multi-vendor ecosystems.• Architect and validate complex UCC solutions, integrations, and advanced workflows in enterprise environments.• Act as the final escalation point for all unresolved UCC issues from Tier 2 teams, delivering rapid, expert-level resolution.• Lead root cause analysis (RCA) initiatives for resolution of Problem Management activities along with Major Incident Management, developing sustainable long-term resolutions and driving systemic improvements.• Serve as the primary liaison to original equipment manufacturers (OEMs) and vendors, escalating unresolved defects, validating patches, and ensuring timely resolution of systemic issues.• Provide technical leadership during major incidents, managing cross-functional war rooms and ensuring executive-level communication.• Develop and enforce engineering standards, best practices, and documentation across UCC support and operations.• Collaborate with product, research and development (R&D), and architecture teams to influence roadmap decisions and ensure operational feedback informs future technology adoption.• Conduct performance analysis of UCC systems, proactively identifying risks and implementing optimization strategies.• Author advanced technical documentation, including design guides, knowledge base (KB) articles, escalation workflows, and process improvement playbooks.• Perform additional advanced technical projects and responsibilities as needed, adapting to evolving enterprise requirements.• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives. Skills and Abilities 3+ years of progressive experience in enterprise UCC engineering and escalations.• Mastery in UCC ecosystems, with expert-level troubleshooting across hardware, software, network, and cloud platforms.• Deep expertise in AV-over-IP (Crestron NVX, Dante, Extron NAV, Q-SYS, Multicast, VLANs, QoS) with proven success in large-scale enterprise deployments.• Expert proficiency in UC cloud administration platforms: Microsoft Teams Admin Center, Microsoft MTR Pro-Management Portal, Microsoft Intune, Zoom Admin Portal, Cisco Webex Control Hub, AudioCodes, A AppSpace, and other major UCaaS ecosystems.• Strong background in enterprise networking (QoS, VLAN, multicast, firewall policies, network security).• Proven leadership in high-severity incident management and RCA ownership.• Exceptional ability to collaborate with cross-functional teams, vendors, and executive stakeholders.• Demonstrated ability to mentor, train, and upskill support for engineering teams.• Advanced certifications across UCC and networking disciplines (Cisco CCNP Collaboration, Microsoft Teams Administrator Associate, Zoom, or equivalent).• High school diploma or equivalent required; college degree preferred.• Experience in automation and scripting (PowerShell, Python, APIs, or orchestration frameworks).• Proficiency in enterprise monitoring tools (Azure Monitor, AWS CloudWatch, Cisco Meraki, SolarWinds, ServiceNow).• Experience developing and enforcing enterprise UCC governance and lifecycle management policies.• Experience in strategic vendor management and validation of new technologies for enterprise adoption. Working Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and can occasionally be required to drive to client sites. Physical Requirements The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The employee must be able to lift and/or move up to 60 pounds, be able to climb ladders up to 20 feet tall and be able to work in small spaces and on uneven surfaces. The employee is frequently required to talk or hear. The employee is frequently required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Direct Reports This position does not have direct reports Work Hours AVI-SPL reserves the right to alter work hours and work location as deems necessary AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected VEVRAA Federal Contractor Pay Type Min Base Max Base Salary $85k $100k This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.