Unified Communication Engineer

Information Systems Engineer

The Information Systems Engineer is responsible for designing, implementing, administering, and supporting Microsoft Modern Work and AI-powered collaboration services. This role focuses on administering Microsoft 365 including SharePoint Online, Teams, OneDrive, Power Platform, Copilot, and agent-based solutions to improve productivity, governance, and secure adoption of AI capabilities across the enterprise. The Global UCC team also supports a variety of other non-Microsoft collaboration services including Jira and Confluence Cloud. Primary Responsibilities

1. Design, implement, manage, administer, and support Microsoft Modern Work technologies across Microsoft 365.
2. Administer and operationalize Microsoft 365 Copilot, ensuring secure, compliant, and value-driven adoption.
3. Manage Copilot configuration, access, and governance using the Copilot Control System (policies, reporting, controls, and lifecycle management).
4. Design, deploy, manage, and govern AI agents using Agent 365, including agent lifecycle, permissions, usage monitoring, and alignment to business use cases.
5. Build, configure, manage, and maintain solutions using Copilot Studio, including custom copilots, plugins, connectors, and integration with Microsoft 365 and Power Platform services.
6. Design, implement, manage, administer, and support Jira and Confluence Cloud
7. Partner with security, compliance, legal, and governance teams to ensure Copilot and agent solutions align with enterprise risk, privacy, and data protection requirements.
8. Work with the Global UCC team to provide Follow-the-Sun support for collaboration and AI services; serve as Tier 3 escalation support for assigned regions.
9. Produce and maintain accurate documentation for end users and internal IT teams, including operational runbooks, governance models, and adoption guidance.
10. Define, track, and report KPIs and metrics related to service health, Copilot usage, agent effectiveness, and user adoption.
11. Provide advanced end-user and business-facing support, advising on the appropriate use of Copilot, agents, and collaboration tools based on business needs.
12. Participate in a 24x7 Tier 3 on-call rotation for critical collaboration and productivity services including Microsoft 365 (Teams, SharePoint Online, OneDrive) and related platforms.
13. Research, evaluate, and recommend new Microsoft Modern Work, Copilot, and AI capabilities.
14. Partner with business units to drive awareness, adoption, and effective use of standard and enhanced collaboration and AI services.

Requirements Essential

• Experience supporting Microsoft Modern Work technologies within Microsoft 365.
• Hands-on experience administering Microsoft Teams, SharePoint Online, and the Power Platform.
• Familiarity with Microsoft 365 Admin Centers and related management portals.
• Fundamental knowledge of IT Service Management (ITSM) concepts and practices.
• Strong written and verbal communication skills with both technical and non-technical stakeholders.
• Apply the use of AI for both personal and team productivity

Additional

• Ability to prioritize and deliver multiple initiatives simultaneously.
• Strong customer service mindset with a focus on business outcomes.
• Proven facilitation skills, including leading technical discussions and stakeholder meetings.
• Ability to manage projects and collaborate with employees of varying technical skill levels in high-pressure environments.
• Strong analytical and problem-solving skills.

Preferences

• Experience managing Microsoft 365 Copilot, including enablement, configuration, access controls, and usage monitoring.
• Experience with Copilot Control System concepts such as governance, policy enforcement, reporting, and risk management.
• Experience managing AI agents using Agent 365, including agent permissions, lifecycle management, and operational oversight
• Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse).
• Experience integrating Copilot Studio with Power Platform and external systems.
• Experience with Microsoft Azure and Entra ID (identity, app registrations, permissions).
• Experience with PowerShell for administration and automation.
• Experience building and administering solutions using Copilot Studio.
• Familiarity with Microsoft 365 and Copilot licensing models.
• Experience using and administering Atlassian Jira & Confluence Cloud.
• Familiarity with ServiceNow.
• Experience supporting a broad ecosystem of collaboration and productivity tools.

Mandatory Technical Skills

• Familiarity with the full stack Microsoft Modern Work technologies in Microsoft 365
• Microsoft 365 administration and governance
• PowerShell
• SharePoint Online administration
• Teams administration

Domain Skills

• Enterprise collaboration platforms
• Microsoft 365 Copilot & Agent Architecture
• Power Platform Governance & Administration
• Agent Lifecycle, Inventory, and Operationalization
• Enterprise UCC & Collaboration Architecture
• Microsoft Teams (voice, meetings, rooms, queues)
• MTR Pro Management Portal
• SBCs, managed voice, regional telephony
• Governance Communication & Influence

Total Years of Relevant Experience

• 5 - 10 years

Education PreferenceBachelors degree in Computer Science, Engineering, or a related field required. Equivalent combinations of education, training, and relevant experience may be considered.