Design, implement, and maintain unified communications systems including VoIP, instant messaging, and contact center platforms.
Administer and support Microsoft Teams, Cisco Webex, and related collaboration tools across the enterprise environment.
Monitor system performance, troubleshoot escalated UC incidents, and implement proactive solutions to ensure high availability and reliability.
Partner with network and security teams to ensure UC infrastructure aligns with organizational security policies and compliance requirements.
Evaluate new UC technologies, prepare recommendations, and lead implementation projects including vendor coordination and user training.
Develop and maintain technical documentation, standard operating procedures, and system architecture diagrams for all UC platforms.
Support radio systems, console equipment, disaster recovery equipment, PBX and related systems used to communicate with emergency medical services aircraft and personnel.
Interfaces with telecom, radio system vendors and console vendors to troubleshoot problems with these systems.

Bachelor’s degree (BS/BA) from four-year college or university in Information Technology, Computer Science, or related field and 5 to 7 years’ related experience and/or training; or equivalent combination of education and experience.
Minimum 5 years of hands-on experience designing and supporting enterprise UC environments, including VoIP telephony, video conferencing, and messaging platforms.
Demonstrated experience with Session Initiation Protocol (SIP), dial plan design, and call routing in a multi-site organization.
Strong analytical and problem-solving skills with the ability to diagnose and resolve complex UC issues in a fast-paced environment.
Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical stakeholders.
Extensive understanding of two-way radio systems, base stations, repeaters, antenna systems and remote-control methods.
Knowledge of telecom circuits.
Knowledge of dispatch console systems.
Advanced proficiency with Microsoft Teams, Cisco Unified Communications Manager (CUCM), and Microsoft Suite including Word, Excel, PowerPoint, and Outlook.
Cisco Certified Collaboration Associate (CCCA) or Microsoft Teams Administrator Associate certification preferred; CCNP Collaboration or equivalent a plus.

Senior Unified Communications Analyst

Key skills