Senior Ucaas Engineer

The Senior UCaaS Engineer will be responsible for the design, implementation, and management of Unified Communications as a Service (UCaaS) solutions, with a particular focus on Zoom and Five9 platforms. The ideal candidate will have in-depth knowledge of both Zoom's communication suite (Meetings, Webinars, Zoom Phone) and the Five9 contact center platform. This role requires a strong understanding of UC architecture, the ability to integrate communication tools into existing IT infrastructure, and advanced troubleshooting skills. The Senior UCaaS Engineer will also lead UCaaS projects, ensuring the optimal performance of voice, video, and contact center systems across the organization.

Responsibilities:

• Lead the design and deployment of UCaaS platforms (such as Zoom, Five9's, or other cloud-based communication tools).
• Lead the integration of Zoom and Five9 platforms with other business applications (e.g., Salesforce) to streamline workflows and enhance communication.
• Design, configure, and administer Five9's cloud contact center platform, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and call routing strategies.
• Collaborate with cross-functional teams to assess the organization's unified communication needs and implement solutions that meet business requirements.
• Manage and maintain the health of UCaaS platforms, ensuring high availability, security, and system performance.
• Perform regular updates, patch management, and system upgrades for UCaaS platforms. Regularly audit Zoom environments for security vulnerabilities and apply patches or mitigations as needed
• Perform daily administration of the UCaaS platforms, including user provisioning, managing licenses, and configuration of features.
• Provide Tier 3 technical support for UCaaS-related incidents and service requests, resolving complex issues related to video, audio, and connectivity.
• Diagnose and troubleshoot UCaaS platform issues using monitoring tools and logs, ensuring timely resolutions for end users.
• Collaborate with vendors support to escalate and resolve critical issues when necessary.
• Integrate with third-party platforms and other collaboration or productivity tools. Develop custom solutions or workflows using API's to enhance the user experience and drive adoption.
• Work with network and system engineers to ensure network readiness for traffic, optimizing Quality of Service (QoS) for communications.
• Develop project plans, timelines, and resource requirements for UCaaS implementations, coordinating with cross-functional teams to ensure success.
• Ensure all UCaaS deployment projects are completed on time, within scope, and on budget.
• Create and maintain technical documentation, including architecture diagrams, configuration guides, and troubleshooting procedures.
• Provide training sessions and user guides to end-users and IT support staff to ensure effective utilization of UCaaS tools.
• Keep up-to-date with new features and capabilities, conducting workshops or webinars to educate internal teams on updates and best practices.
• Lead major UCaaS initiatives, including system migrations, expansions, and upgrades, ensuring minimal business disruption.
• Develop and implement custom APIs and automation scripts to improve UCaaS efficiency and functionality.
• Ensure that both platforms (Zoom and Five9) are aligned with organizational needs and business processes.
• Continuously optimize Zoom performance, including video quality, network configuration, and user experience, ensuring high availability and minimal downtime.

Qualifications:

• 7+ years of experience in Unified Communications or collaboration platform engineering.
• 3+ years of hands-on experience managing Zoom and Five9 platforms in an enterprise environment.
• Proven track record in the design, implementation, and support of cloud-based UCaaS platforms, particularly Zoom and Five9.
• Experience with contact center operations and workflow automation.
• Advanced expertise in Zoom architecture, including Zoom Meetings, Webinars, Phone, and Rooms.
• Strong knowledge of Five9, including call routing, IVR, workforce management, and CRM integration.
• Familiarity with network protocols and configurations such as QoS, SIP, VoIP, and VPN as they relate to UCaaS platforms.
• Proficiency in developing and managing APIs and integrations between Zoom, Five9, and other business systems.
• Experience with monitoring tools and logs for diagnosing issues related to UCaaS performance, bandwidth, and call quality.
• Strong analytical skills, with the ability to diagnose and resolve complex technical issues across communication platforms.
• Excellent verbal and written communication skills, with the ability to create detailed documentation and training materials.
• Zoom Certified Administrator or Zoom Certified Integration Expert preferred.
• Five9 Administrator or equivalent certifications preferred.

We know benefits are critical and we are committed to offering comprehensive and affordable options for you and your loved ones. This position is eligible for benefits, which include medical, dental and vision plans. We also offer a 401(k) plan, stock purchase plan, paid time off, life insurance, disability plans and other optional supplemental coverage.

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.

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