Senior Principal Engineer, Unified Communication Solutions

The Senior Principal Engineer, Unified Communication Solutions is essential to our mission of delivering outstanding enterprise communication systems. This role focuses on the design, implementation, and maintenance of both cloud-based UCaaS and Cisco VOIP environments. With deep expertise in SIP, RTP, QoS, and VoIP protocols, you'll ensure our solutions are secure, scalable, and compliant.

Key Responsibilities:

• Design and implement enterprise-level UCaaS solutions and Cisco VOIP phone systems .
• Manage and configure hardware related to unified communications.
• Lead deployment, upgrades, and migrations of UCaaS platforms.
• Create comprehensive documentation including runbooks, architecture diagrams, and user guides.
• Coordinate with telecommunications providers and UC vendors.
• Provide training for helpdesk staff and end-users on UC tools.
• Manage support escalations and drive operational excellence.
• Utilize call recording, analytics, and workforce management tools.
• Ensure voice/data encryption, secure access, and compliance with regulations (e.g., HIPAA, GDPR).
• Collaborate cross-functionally with IT, security, network, and business units.
• Coach junior engineers and foster technical communities.
• Communicate technical concepts effectively to non-technical stakeholders.
• Adapt and learn new technologies in a dynamic environment.
• Deliver support with professionalism and empathy.
• Participate in an on-call rotation.

Qualifications:

• Proven success in designing, customizing, 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.
• Five years of experience with cloud-based UCaaS solutions.
• Demonstrated experience with platforms such as NICE, Genesys, Five9, Microsoft Teams, or similar.
• Familiarity with Agile, Scrum, or Waterfall methodologies.

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

Benefits & Perks:

• 401K with Company Match
• Profit Sharing
• Health Insurance
• Employee Assistance Program
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• 30% Employee Discount
• Employee Referral Bonuses

UniFirst is a global leader in the garment & uniform services industry, employing over 14,000 team members who service 300,000 business customer locations across the U.S., Canada, and Europe. Recognized as one of the top companies to work for, there has never been a better time to join our forward-thinking team.

UniFirst is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.