Senior Unified Communication Engineer

Position: Senior Unified Comms (UC) Engineer, Lead
Location: Camp Springs, Maryland
Clearance: Secret
Work Hours: Core Hours 0600 - 1800 ET; on-call coverage required
About the Role: Improvix Technologies is looking for a Unified Communications (UC) Engineer to support one of our Federal customers by delivering expert-level engineering, operations, and modernization support across the enterprise. This role covers voice, video, conferencing, collaboration (including Microsoft Teams), streaming, digital signage, and call-center platforms serving a large, geographically dispersed federal agency.
The UC Engineer will contribute to the modernization of agency's infrastructure - transitioning from legacy Polycom and Crestron systems to modern COTS solutions such as Microsoft Teams - while maintaining continuity of operations for existing systems. The engineer will work collaboratively with federal stakeholders, the UC Lead, and partner teams (Engineering, Network, Security, Architecture, and IT Field Services) to ensure a consistent, secure, and user-friendly UC experience enterprise-wide.
Key Responsibilities
Unified Communications Operations & Maintenance (O&M)

• Perform day-to-day O&M of existing UC systems (Polycom, Crestron, Cisco UC, Avaya) to ensure minimal downtime and optimal performance.
• Troubleshoot Tier II-III incidents for voice, video, conferencing, streaming, digital signage, eFax, and UC call-center platforms.
• Provide proactive monitoring and support to maintain system reliability and user satisfaction.
• Support the Media Operations Center (MOC) during core hours and on-call rotations.

Modernization of UC Infrastructure

• Assess the current UC environment; contribute to and execute the modernization roadmap toward COTS solutions (e.g., Microsoft Teams).
• Design and implement scalable, cloud-integrated UC architecture that integrates seamlessly with existing enterprise systems.
• Eliminate or replace legacy hardware to reduce CapEx while improving reliability and usability.
• Support migration strategy, including increasing adoption of Cisco UC platforms as appropriate.

Cisco UC Architecture & Operations

• Architect, implement, and upgrade Cisco UC core components: CUCM, Expressway, CMS, CMM, TMS, UCCX.
• Administer and maintain WebEx Meetings/Teams and Cisco room endpoints.
• Manage Cisco/vBrick streaming and ConnectedSign digital signage platforms.

Poly & Avaya Platform Support

• Administer Poly (Polycom) platforms: RealPresence endpoints, DMA, RMX, Resource Manager, HDX/Executive systems.
• Support Avaya Aura/One-X/softphones and AES; ensure interoperability with Cisco UC core.

Quality of Service (QoS) & Networking

• Ensure QoS delivery across UC traffic: DSCP/NetFlow, jitter/latency monitoring using SolarWinds/StealthWatch.
• Manage SIP/PRI/MGCP/ISDN/H.323 protocols; support survivable gateways and WAN/MPLS configurations.

User Experience & Training

• Develop 'how-to-use' guides for UC systems, Field Support personnel, and end users.
• Simplify user interfaces and workflows for conference room systems to improve ease of use.
• Provide training and documentation to staff to support effective adoption of new UC solutions.
• Ensure a consistent, simple, and intuitive UIUX experience across the UC enterprise.

Integration, Interoperability & Security

• Ensure interoperability between UC solutions and enterprise systems (email, calendaring, collaboration tools).
• Integrate UC solutions with Federal IT security requirements and frameworks.
• Support security accreditation (ATO) activities related to UC systems; maintain compliance documentation.

Documentation, Reporting & Field Coordination

• Maintain and update UC standards, build guides, runbooks, configuration baselines, and inventory documentation.
• Coordinate regional field engineering for deployments, site surveys, and ticket resolution via ServiceNow.
• Provide monthly and on-demand performance reports covering system uptime, issue resolution times, user satisfaction, and cost savings.
• Travel to field offices as needed to support critical failures, modernization efforts, decommissioning, and upgrades.

Collaboration & Continuous Improvement

• Work closely with the UC Lead, federal stakeholders, Engineering, Security, Architecture, Network, and IT Field Services (ITFS) teams.
• Evaluate emerging UC technologies and provide recommendations to support best-value acquisitions for the UC enterprise.
• Champion automation adoption within UC operations and contribute to an automation-first operational culture.

Required Technology Experience

• CUCM, Expressway, CMS, CMM, TMS, UCCX
• Cisco Prime / ISE; WebEx Meetings/Teams and room endpoints
• RealPresence endpoints, DMA, RMX, Resource Manager, HDX/Executive systems
• Aura/One-X/softphones, AES; interoperability with Cisco UC core
• Cisco/vBrick video portal and VOD platforms
• ConnectedSign digital signage
• SIP, PRI, MGCP, ISDN, H.323 protocols
• QoS/DSCP, NetFlow, WAN/MPLS
• Microsoft Teams (administration, integration, and modernization)
• Microsoft 365 collaboration suite
• ServiceNow (incident, change, and asset management)
• SolarWinds, StealthWatch (monitoring and QoS)
• Splunk (log analysis and troubleshooting)
• Visio (architecture and technical documentation)

Preferred Experience

• 7-10+ years of UC engineering and operations experience in large enterprise or federal government environments.
• CCNP/CCIE Collaboration-level knowledge and demonstrated experience leading complex incident resolution.
• Experience supporting nationwide UC deployments across geographically dispersed sites.
• Experience with executive-level event AV/UC support.
• Familiarity with hybrid cloud integration for UC platforms and performance management for real-time media.
• Experience in delivering UC modernization projects, including transitions to Microsoft Teams or similar COTS platforms.
• Experience with Agile/Scrum methodologies on IT operations contracts.

Preferred Certifications

• Cisco CCNP Collaboration or CCIE Collaboration (strongly preferred)
• Microsoft Certified: Teams Administrator Associate or equivalent
• ITIL v4 Foundation or higher
• Poly/Avaya OEM certifications (a plus)

Education

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field; or equivalent combination of education and professional experience.

Clearance & Eligibility Requirements

• Must be eligible for and obtain Secret clearance.
• Must be a U.S. Citizen.
• Must be able to support 24x7 on-call incident response rotation as needed.
• Must be willing and able to travel CONUS to field offices on an as-needed basis

Why Improvix
At Improvix Technologies, we don't just deliver IT solutions - we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.
We believe great technology starts with great people. That's why we invest in our employees' growth, well-being, and long-term success.
Our benefits include:

• Competitive compensation and performance-based incentives
• 401(k) with company match
• Three weeks of paid annual leave that increases with tenure
• Comprehensive medical, dental, and vision insurance
• Life insurance and disability coverage
• Transit and commuting benefits
• Professional development and paid training opportunities

At Improvix, you'll join a collaborative, mission-focused environment where your expertise drives meaningful impact.
Equal Opportunity Employer
Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team.
Security Clearance / Citizenship Requirements
Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance.
Pay Transparency Statement
In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.