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Ucc Support Engineer Jobs (NOW HIRING)

DecisionPoint | Cortek

UCC Supervisor

Alexandria, VA · On-site

... supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations ... Education (Required) BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or ...

Decisionpoint Corporation

UCC Supervisor

Alexandria, VA · On-site

... supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations ... Education (Required) BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or ...

Centuria

UCC Supervisor

Alexandria, VA · On-site

... ing, and Scientific solutions to the Federal Government since 2002. During our two decades of ... Job Requirements: - Five (5) years of experience in a high-volume contact center supporting the ...

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How much do ucc support engineer jobs pay per hour?

As of Jun 7, 2026, the average hourly pay for ucc support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What are UCC Support Engineers?

UCC Support Engineers are IT professionals who specialize in managing and troubleshooting Unified Communications and Collaboration (UCC) systems, such as VoIP telephony, video conferencing, instant messaging, and collaboration platforms. They are responsible for ensuring that communication tools work seamlessly, resolving user issues, and maintaining system performance and security. UCC Support Engineers often work with products from vendors like Cisco, Microsoft, and Zoom, supporting both hardware and software components. Their role is critical in organizations that rely on integrated communication technologies to connect teams and facilitate collaboration.

What are the key skills and qualifications needed to thrive as a UCC Support Engineer, and why are they important?

To thrive as a UCC (Unified Communications and Collaboration) Support Engineer, you need a strong understanding of networking fundamentals, VoIP technologies, and experience with UCC platforms like Microsoft Teams, Cisco Webex, or Zoom, often supported by relevant certifications such as CCNA or Microsoft Certified: Teams Support Engineer. Familiarity with troubleshooting tools, ticketing systems, and remote management software is typically required. Excellent problem-solving abilities, communication skills, and patience help you effectively resolve technical issues and guide end users. These skills and qualities ensure reliable communication solutions, minimize downtime, and maintain high customer satisfaction in fast-paced environments.

How does a UCC Support Engineer typically collaborate with other IT teams to resolve complex communication issues?

A UCC (Unified Communications and Collaboration) Support Engineer frequently works alongside network administrators, security teams, and application specialists to troubleshoot and resolve multi-layered communication issues. This collaboration often involves joint diagnostic sessions, sharing logs and system data, and coordinating configuration changes to ensure seamless integration across platforms such as VoIP, video conferencing, and messaging services. Effective communication and documentation are crucial, as solutions may require coordinated actions across different departments. This team-based approach not only streamlines problem resolution but also helps build cross-functional expertise.

What is the difference between Ucc Support Engineer vs VoIP Support Specialist?

AspectUcc Support EngineerVoIP Support Specialist
CertificationsCCNA, Microsoft Teams certificationsCCNA, Cisco Voice certifications
Work EnvironmentIT support, network troubleshooting, collaboration toolsVoIP systems, network support, telephony platforms
Industry UsageUnified Communications, enterprise ITTelecommunications, VoIP service providers

The Ucc Support Engineer and VoIP Support Specialist roles both focus on communication systems, but the Ucc Support Engineer specializes in unified communication platforms like Microsoft Teams, while the VoIP Support Specialist concentrates on VoIP telephony systems. Both roles require similar certifications and work environments, often overlapping in enterprise IT and telecom industries.

Infographic showing various Ucc Support Engineer job openings in the United States as of May 2026, with employment types broken down into 1% Locum Tenens, 1% Internship, 3% As Needed, 94% Part Time, and 1% Nights. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

UCC Supervisor

DecisionPoint | Cortek

Alexandria, VA • On-site

Full-time

Posted 10 days ago

Job description

Overview
DecisionPoint seeks a UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).
This role is responsible for overall project management of complex, multi-task contact center operations supporting high-volume inquiries from the general public across multiple communication channels. The UCC Supervisor ensures service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement within a structured federal IT environment.
Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.
*Please Note: This requisition is contingent upon contract award.*
Duties & Responsibilities
  • Responsible for overall project management of complex, multi-task IT contact center operations.
  • Plan, organize, and manage groups of employees engaged in technical and customer service duties.
  • Provide administrative and technical direction to personnel and work without supervision.
  • Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
  • Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.
  • Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.
  • Provide customer representatives with the status and activities of personnel covered under the contract.
  • Respond to administrative or technical requests from Government customer representatives.
  • Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.
  • Oversee Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.
  • Ensure compliance with approved scripts, knowledge articles, and email response templates.
  • Monitor Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Customer Relationship Management (CRM) systems.
  • Manage documentation and case tracking within CRM platforms.
  • Oversee workforce forecasting, call pattern monitoring, and real-time schedule adjustments.
  • Ensure compliance with UCC training program modules and onboarding requirements.
  • Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.
  • Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions.

Qualifications
Clearance Requirement
Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
Education (Required)
BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
Experience (Required)
Five (5) years of experience in a high-volume contact center supporting the general public.
Demonstrated experience managing multi-channel customer support operations including phone, email, and web-based platforms.
Experience overseeing workforce management, SLA adherence, and performance reporting within a structured service environment.
Technical Knowledge (Required)
  • Contact center operations management
  • Customer Relationship Management (CRM) systems (Salesforce or similar)
  • Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems
  • SLA tracking and performance reporting
  • Workforce management and call pattern monitoring tools
  • Quality assurance and customer service best practices

Certifications
Preferred:
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization
Skills
  • Public-facing customer service leadership
  • Team supervision and performance management
  • Operational oversight of high-volume environments
  • Workforce forecasting and scheduling optimization
  • Quality assurance and continuous improvement
  • Strong written and verbal communication skills
  • Ability to work independently without supervision

Our Equal Employment Opportunity Policy
  • EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
  • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
  • Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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