Unified Communications & Collaboration Infrastructure Engineer (UCC Engineer)

About the job

Mutual of America

Job Title: Unified Communications and Collaboration Infrastructure Engineer (UCC Engineer)

Location: Boca Raton, Florida (Hybrid)

Who We Are:

Mutual of America Financial Group (“Mutual of America”) has specialized in providing retirement plan products and services to small and mid-sized corporations and non-profit organizations since 1945. The UCC Engineer reports to the Senior Manager, Unified Communications Systems.


  • Requires working our hybrid schedule of a minimum of 3 days onsite weekly in our Boca Raton, FL office.
  • Assist in the planning, installation, and maintenance of the Cisco Unified Communications infrastructure components, including:
    • Cisco Unified Call Manager (CUCM)
    • Cisco Unity Connection
    • Cisco Unified Contact Center Express (UCCX)
    • Expressway C and E
    • Cisco Video
    • WebEx Control Hub – Meetings/Teams/WebEx Calling
  • Identify and review all software updates to Collaboration platform features, Applications, and functionality.
  • Develop documentation on administration, installation, configuration, and troubleshooting.
  • Develop system and service deployment scripts.
  • Provide day-to-day assistance in resolving technical issues related to end user compute, cloud and server applications.
  • Must be available at all times to support their job functions, including, but not limited to the event of a potential hurricane or other emergency situations.
  • Work with Project Management to serve as a project lead on technical deployments and customer engagements.
  • Provide technical services in the form of design, assessment, analysis, and troubleshooting, implementation, and documentation for related technology focus areas: (e.g., network, server, storage, cloud, etc.)
  • Develop additional technical and professional skills through a career-track curriculum and self-learning experiences.
  • Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles and Root Cause Analysis.
  • Frequently engages with the end-user community to understand user experience and needs. Provide training and regular communications regarding use of existing and new features and functionality.
  • Working with others in Infrastructure & Operations, as well as with Information Security, enables business application integrations and extensions of feature sets.
  • In conjunction with the Vendor Management Office, works to ensure SLAs and metrics are met and maximum value is realized from vendor contracts.
  • Lead the testing of implemented infrastructure solutions to ensure requirements are met.
  • Manage the integration of third-party technologies into unified communications cloud infrastructure.
  • Conduct technical analysis and develop and support complex software, hardware and infrastructure equipment.
  • Monitor metrics for performance, reliability, availability, security, and billing of unified communication infrastructure systems.
  • Resolve escalated or major issues relating to unified communication infrastructure operations.
  • Oversee improvements to maintenance capability by using automation for upgrades, enterprise back-up storage.
  • Validate on premise and SaaS solutions within the IT ecosystem.
  • Maintain operating systems and applications to ensure compliance and minimize security risk.

Required Qualifications:

  • Advanced knowledge of network infrastructure components that support the Unified Communications solution. Those components should include:
    • Cisco Switching
    • Cisco Integrated Services Routers (4XXX)
    • Cisco Analog Gateways
    • Dial-plan Design
    • VoIP emergency 911 Call Routing Solutions
  • Bachelor’s degree in Computer Science, Engineering, or related discipline.
  • Minimum of five (5) years of experience with enterprise IP Telephony, PBX, Voice/Unified Messaging, and Call / Contact Center (ACD, IVR, CTI) systems.
  • Proficient with IT processes and process improvement, including ITIL concepts.
  • Demonstrated innovator.
  • Proficient with application and systems integration work related to unified communications platforms.
  • Knowledge of TCP/IP internetworking, with a strong preference for those candidates with experience in designing, planning, and implementing LANs and WANs using Cisco technology.

What we offer you:

  1. Competitive base salary plus an annual bonus
  2. Company 401K match (3%)
  3. Comprehensive Health Plan; Medical, Dental, Vision and Life Insurance (effective day one of employment)
  4. Paid time off: 18 vacations days, plus 9 to 10 company holidays and 5 sick days (or as required by state law). Also, an additional 2 personal holidays.
  5. Matching Gift Program: Mutual of America matches donations of $25 or more to your favorite organizations
  6. Short-term and long-term disability

Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

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