UCC Engineer

UCC Engineer

The UCC Engineer is responsible for implementing, integrating, and supporting cloud-based 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, they 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.

Day-To-Day 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 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, 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, KB articles, escalation workflows, and process improvement playbooks.
• Perform additional advanced technical projects and responsibilities as needed, adapting to evolving enterprise requirements.

Skills and Abilities:

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to troubleshoot basic AV network and connection issues
• Ability to use Microsoft Office software to produce documents and perform analysis work
• Demonstrate the ability to work successfully with diverse cultures while accommodating global time zone constraints

What We're Looking For:

Must-Haves:

• Experience with Crestron XIO cloud portal and Microsoft Teams Rooms (MTR's) as well as MSFT back-end management portals: Teams Admin Center (TAC), Microsoft MTR Pro-Management Portal (PMP) and Microsoft Intune.
• Microsoft Teams Administrator Associate (MS-700) certification.
• 4+ 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, 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 and engineering teams.

Nice-To-Haves:

• 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.

Why You'll Like Working Here:

• Medical benefits, including vision and dental.
• Paid holidays, sick days, and personal days.
• Enjoyable and dynamic company culture.
• Training and professional development opportunities.

More About Us:

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

Pay Type: Salary

$85k - $107k

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.