Job Description

Job Description

Job Description

We are looking for a Telecom Unified Communications Engineer to support and enhance enterprise communication systems in Chicago, Illinois. This role focuses on maintaining reliable voice and collaboration services, improving platform performance, and partnering with internal teams and external providers to resolve complex telecom issues. The ideal candidate will bring hands-on experience with unified communications technologies and a proactive approach to modernization, service stability, and end-user support.

Responsibilities:
• Partner with carriers and service vendors to investigate outages, troubleshoot service disruptions, and drive issues through to resolution.
• Execute software updates, firmware changes, and platform enhancements while following established change control standards.
• Lead the planning and delivery of communication system upgrades, replacement efforts, and migration projects that strengthen long-term platform reliability.
• Monitor system health, conduct validation testing, and tune performance to maintain a high-quality user experience across voice and collaboration services.
• Manage and resolve user-submitted support tickets related to telecom tools, voice services, and unified communications platforms.
• Develop and maintain backup and recovery procedures to protect critical communication components and support business continuity.
• Evaluate new telecom products and services through technical review, testing, implementation support, and detailed documentation.
• Install, configure, maintain, and monitor telecom hardware and software, including solutions that connect voice and data services with business applications.
• Administer collaboration and communication platforms such as Webex, Calabrio, Cisco Unity, Cisco Emergency Responder, RedSky, and 2Ring.
• Participate in an after-hours on-call rotation to provide escalated support for critical incidents and assist with additional infrastructure-related tasks as needed.• Experience supporting enterprise telecommunications and unified communications environments.
• Hands-on knowledge of VoIP technologies, voice infrastructure, and related troubleshooting practices.
• Familiarity with IVR systems and the operational support of voice applications.
• Ability to manage upgrades, maintenance activities, and production changes using formal change management procedures.
• Experience working with telecom equipment, collaboration platforms, and integrated voice and data solutions.
• Understanding of backup, disaster recovery, and system availability practices for communication platforms.
• Ability to work effectively with cross-functional IT teams, service providers, and business stakeholders.
• Willingness to participate in a 24/7/365 on-call support rotation for escalated issues.

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