Senior Principal Engineer - Unified Communications

The Senior Principal Engineer - Unified Communications is a vital position responsible for designing, implementing, and maintaining cutting-edge enterprise unified communication systems, including cloud-based UCaaS and Cisco VOIP environments. This role demands significant expertise in SIP, RTP, QoS, VoIP protocols, automation scripting, security compliance, vendor coordination, reporting, and user training. Our ideal candidate will possess extensive experience in both voice and data communication technologies, ensuring the delivery of secure, scalable, and compliant communication solutions.

Key Responsibilities:

• Design, implement, administer, and support the company’s UCaaS environments and Cisco VOIP phone systems.
• Manage and configure hardware for unified communications.
• Lead deployments, upgrades, and migrations of UCaaS platforms.
• Create comprehensive documentation, including runbooks, architecture diagrams, and user guides.
• Coordinate with telecommunications providers and UC vendors.
• Train helpdesk staff and end-users on UC tools.
• Oversee support escalations and ensure operational excellence.
• Utilize call recording, analytics, and workforce management tools effectively.
• Ensure voice/data encryption, secure access, and adherence to regulatory compliance (e.g., HIPAA, GDPR).
• Collaborate across IT, security, network, and business units.
• Mentor junior engineers, foster technical communities, and drive innovation.
• Effectively communicate technical concepts to non-technical stakeholders.
• Stay informed about new technologies and adapt to evolving environments.
• Provide empathetic and professional support to internal or external users.
• Participate in an on-call rotation.

Qualifications:

Requirements:

• Proven success in installing, customizing, developing, implementing, and maintaining unified communications environments.
• A minimum of 15 years of experience in managing unified communication systems.
• At least 10 years of experience with Cisco VOIP systems.
• A minimum of 5 years of experience with cloud-based UCaaS solutions.
• Demonstrated experience with UCaaS platforms such as NICE, Genesys, Five9, Microsoft Teams, or similar.
• Solid experience in designing, implementing, and supporting unified communication systems.
• Familiarity with Agile, Scrum, or Waterfall methodologies.

Education:

Bachelor's Degree in Computer Science or a related field, or an equivalent combination of education and work experience.

Benefits & Perks:

We offer 401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, and Employee Referral Bonuses.

As an international leader in the garment & uniform services industry, UniFirst employs over 14,000 team members serving 300,000 business customer locations throughout the U.S., Canada, and Europe.

Recognized in the top 10 of Selling Power magazine's Best Companies to Sell For list and honored on Forbes magazine's Platinum 400 - Best Big Companies list, our 80-year history of annual growth makes this an exciting time to join our team.

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.