Maggie Phillips

IDR is seeking a Lead Unified Communications Engineer to join one of our top clients for a remote opportunity. This role involves supporting enterprise-level Cisco Webex Unified Communications platforms, focusing on design, deployment, and ongoing support for cloud-based communication solutions. The company operates within the healthcare technology and communications sector, providing innovative digital collaboration services to internal and external stakeholders.

Position Overview for the Unified Communications Engineer:

• Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub
• Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels
• Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency
• Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues
• Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors

Requirements for the Unified Communications Engineer:

• Bachelors degree required and Certifications required: Cisco Certified Specialist – Collaboration Core (350-801CLCOR) & Cisco Webex Calling and Webex Contact Center certifications
• 5+ years of experience supporting enterprise Unified Communications and/or Contact Center platforms, including cloud-based UCaaS and CCaaS solutions
• 5+ years of hands-on administration and engineering experience with Cisco Webex Calling and Webex Contact Center, including Control Hub configuration and platform operations
• 5+ years of experience designing, deploying, and supporting call routing and telephony services, including dial plans and call flows/IVRs, queues, skills-based routing, and digital channels
• 5+ years of proven ability to troubleshoot complex UC and Contact Center issues, including call quality, connectivity, signaling, and provisioning across hybrid and cloud environments

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row

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