Unified Communications Infrastructure Engineer

West Bend Mutual Insurance Company

United States, Wisconsin, West Bend

1900 S 18th Ave (Show on map)

Feb 10, 2025

Unified Communications Infrastructure Engineer

Job Locations

US-WI-West Bend

ID

2024-2472

Category

Information Technology

Full-Time

Remote/Hybrid

Hybrid

Company Overview

Recognized as a Milwaukee Journal Sentinel Top Workplace for 12 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We're committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Job Summary

We are seeking an experiencedUnified Communications Infrastructure Engineerto join our IT Digital Workspace team. In this role, you will be responsible for the design, implementation, and management of our voice communication infrastructure, with a focus onMicrosoft Teams Voice with O365 integrations,Cisco Voice Solutions,Omnichannel,andUnified Communications as a Service (UCaaS) platform. You will be instrumental in maintaining and optimizing our enterprise-wide communication solutions, ensuring seamless collaboration across the organization. This is a highly visible position that will work closely with other IT teams, stakeholders, and vendors to deliver cutting-edge communications solutions that support our growing business needs.

Salary Statement

Design & Implementation:

Lead the planning, design, and implementation of Microsoft Teams Voice solutions, Cisco voice infrastructure, Omnichannel, and UCaaS platforms.

Collaborate with internal teams and external vendors to deploy communications systems that align with business requirements and goals.

Provide expertise in system design to ensure that solutions are scalable, secure, and optimized for performance.

System Administration & Support:

Administer, manage, and support the day-to-day operations of Microsoft Teams Voice, Cisco Unified Communications, Omnichannel, and UCaaS platforms.

Provide expert-level troubleshooting and resolve complex voice-related issues in collaboration with other teams.

Configure and optimize voice routing, call handling, and integration between Microsoft Teams, O365, and other voice platforms (Cisco, Teams, Calabrio, Omnichannel, UCaaS providers, etc.).

Monitor system performance and proactively implement improvements to ensure optimal uptime and reliability.

Ensure SRE practices are fully supported, by ensuring opportunities for monitoring and alerting are identified and implemented.

Collaboration & Communication:

Work closely with cross-functional teams (network, security, infrastructure, IT operations) to ensure communication systems are reliable, secure, and compliant with internal policies and external regulations.

Serve as a subject matter expert (SME) for voice solutions, providing technical leadership and guidance to junior engineers and other stakeholders.

Collaborate with vendors and service providers to manage and optimize UCaaS platforms and ensure service-level agreements (SLAs) are met.

Collaborate with vendors, business units, and technical teams to complete communications system testing to support maintenance, projects, enhancements and issue resolution.

Training & Documentation:

Develop and maintain comprehensive documentation for voice solutions, including design diagrams, configurations, and troubleshooting procedures.

Provide training and knowledge transfer to internal teams and end users to ensure effective use of communication systems.

Experience with creating requirements documentation, comprehensive test plans, and implementation plans to support communication projects.

Qualifications:

Strong understanding of communication technologies, such as session initiation protocol (SIP), Expressways, Softphones, Private Branch Exchange (PBX), Voice over Internet Protocol (VoIP), etc.

Proficient in configuring and troubleshooting SBCs (Session Border Controllers) and their integration with UCaaS, Microsoft Teams, and Cisco.

Strong troubleshooting skills with network, hardware, and application-level issues related to voice services.

Experience with basic networking concepts (LAN/WAN, QoS, firewalls, VPNs)

Soft Skills:

Excellent communication and collaboration skills, with the ability to translate complex technical concepts to non-technical stakeholders.

Strong problem-solving abilities and a customer-focused mindset.

Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment.

High attention to detail and commitment to delivering high-quality, reliable solutions.

Education & Experience:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

At least 5 years of experience in an Infrastructure, Network, or Communications Engineering position.

Experience as a technical lead over large scale network, infrastructure, or communications related projects.

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EEO

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.