ADP

Unified Communications Engineer

ADP

full-time

Posted on:

Location Type: Hybrid

Location: Arizona • Connecticut • United States

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Tech Stack

CloudITSMServiceNow

About the role

  • 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.
  • Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models.
  • Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications.
  • Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable).
  • Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality.
  • Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions.
  • Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories.
  • Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations.
  • Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management.
  • Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices.
  • Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required.

Requirements

  • Bachelor's Degree (higher degree accepted) in Information Technology, Computer Science Or Engineering OR Associates Degree (higher degree accepted) Plus 5 years equivalent practical experience
  • 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.
  • 3 years of Experience with enterprise integrations, including CRM and ITSM platforms such as Epic, Salesforce, ServiceNow, and other API-driven integrations.
  • 3 years of Experience with Webex Connect and digital workflow orchestration, including messaging and automation.
  • 3 years of Experience with reporting, analytics, and Workforce Optimization tools, including contact center performance dashboards, Quality Management (QM), and Workforce Management (WFM).
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
cloud-based Unified CommunicationsCisco Webex CallingWebex Contact CenterControl Hub configurationcall routingtelephony servicesdial planstroubleshootingenterprise integrationsreporting and analytics
Soft Skills
technical supportproblem-solvingcollaborationmentoringcommunicationstakeholder engagementproject managementtechnical documentationadvisory skillscontinuous improvement
Certifications
Bachelor's Degree in Information TechnologyBachelor's Degree in Computer ScienceBachelor's Degree in EngineeringAssociates Degree in Information TechnologyAssociates Degree in Computer ScienceAssociates Degree in Engineering