Sr. Unified Communications Engineer

This is a senior hands-on technical engineering role responsible for the implementation, operation, reliability, and lifecycle management of global Unified Communications services across on-premises, hybrid, and cloud environments. The role serves as the primary technical escalation point for complex UC issues and translates architecture standards and strategic direction into stable, supportable production solutions. It maintains deep technical expertise across communications platforms, including Cisco Unified Communications technologies and cloud-based services such as Jabber, Microsoft Teams, and Zoom.

• Implement, operate, maintain, and support enterprise-scale Unified Communications platforms across on-premises, hybrid, and cloud environments.
• Provide deep hands-on technical support for Cisco UC technologies, including CUCM, Unity Connection, CUBE, CER/E911, Expressway, UCCX, Webex, Jabber, SBCs, and associated voice infrastructure, and support Microsoft Teams Phone, Zoom, Webex, and other cloud communications platforms.
• Serve as the senior technical escalation point for complex issues involving SIP signalling, call routing, dial plans, media flows, voice quality, SBCs, endpoints, certificates, licensing, carrier connectivity, and service availability.
• Execute platform upgrades, migrations, lifecycle refreshes, certificate renewals, firmware deployments, configuration changes, and other critical production activities using established change-management processes.
• Implement architecture standards, reference designs, and modernisation initiatives defined in partnership with the Senior Unified Communications Architect.
• Develop and maintain proactive monitoring, alerting, telemetry, and service-health practices across the UC environment, including call quality, platform availability, capacity, certificate health, trunk status, and infrastructure dependencies
• And perform root-cause analysis for significant incidents and recurring service issues to drive technical remediation through completion.
• Partner with Network and Infrastructure teams to troubleshoot LAN, WAN, Wi-Fi, VPN, firewall, QoS, routing, DNS, identity, and other dependencies affecting real-time communications.
• Lead the technical execution of UC requirements for office openings, relocations, acquisitions, renovations, platform migrations, and lifecycle refresh initiatives, and create and maintain detailed technical documentation, configuration standards, diagrams, operational runbooks
• Troubleshooting guides, and knowledge articles.
• Provide technical oversight of managed service providers and vendors, validate technical recommendations, review implementation plans, and ensure work meets engineering standards
• Mentor junior UC engineers and enable Service Desk teams to resolve appropriate Tier 1 and Tier 2 requests through documentation, training, and knowledge transfer.
• Develop features and user stories within the Agile delivery model, execute technical work associated with prioritised UC initiatives, and participate in an on-call rotation and respond to critical service incidents outside normal business hours when required.

• 8+ years of hands-on Unified Communications engineering experience within a large enterprise, global organisation, service provider, or comparable complex environment.
• Professional-level Cisco Collaboration certification such as CCNP Collaboration or Cisco Certified Specialist – Collaboration Core, or equivalent demonstrated expertise.
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, or equivalent demonstrated experience with Microsoft Teams Phone.
• Deep hands-on experience administering and troubleshooting enterprise Cisco Unified Communications technologies, particularly CUCM, Unity Connection, CUBE, Expressway, CER/E911, SIP, and associated voice services.
• Demonstrated experience performing production upgrades, migrations, configuration changes, lifecycle management, troubleshooting, and incident response for mission-critical voice platforms.
• Strong understanding of SIP signalling, PSTN connectivity, SBCs, call routing, dial plans, codecs, RTP/media flows, QoS, latency, jitter, packet loss, and MOS.
• Experience supporting hybrid communications environments incorporating cloud platforms such as Microsoft Teams Phone, Webex Calling, Zoom Phone, or comparable UCaaS services.
• Strong networking fundamentals with the ability to troubleshoot real-time communications across LAN, WAN, Wi-Fi, VPN, firewall, DNS, and cloud networking environments.
• Experience with proactive monitoring, service-health analytics, call-quality reporting, capacity management, and root-cause analysis.
• Experience integrating UC platforms with enterprise identity, security, certificates, authentication, and network infrastructure.
• Ability to independently execute complex technical changes while following established change, incident, and problem-management processes.
• Demonstrated ability to collaborate effectively with architects, engineers, managed service providers, vendors, and cross-functional technology teams.
• Strong documentation skills with experience creating technical diagrams, runbooks, configuration standards, and operational knowledge articles.
• Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Bachelor's degree in Information Technology, Engineering, or a related field, or equivalent professional experience.

• CCIE Collaboration, additional Cisco Collaboration Specialist certifications, Microsoft Teams Administrator Associate, or relevant cloud, networking, automation, or security certifications.
• Microsoft Teams Phone experience including Direct Routing, Operator Connect, Teams administration, PowerShell, or related Microsoft communications technologies.
• Experience with Webex Calling, Zoom Phone, or comparable enterprise UCaaS platforms.
• Experience with automation using PowerShell, Python, REST APIs, Microsoft Graph, Cisco APIs, or workflow automation tools.
• Experience with UC monitoring, analytics, synthetic testing, or observability platforms.
• Experience supporting global SIP carriers, SBCs, emergency calling, number management, and international telephony services.
• Experience implementing large-scale UC migrations, platform upgrades, coexistence strategies, or cloud transitions.
• Experience supporting conferencing endpoints or collaborating closely with Audio Visual and Workplace Technology teams.
• Experience managing or technically directing managed service providers and technology vendors.
• Experience working within Agile delivery frameworks and managing technical work through Jira or similar platforms.

• Hybrid, based in the Nashville office.

• Eligible for a discretionary bonus.

• Company pays 80%-100% of the cost for medical, basic life and AD&D insurance, telemedicine, employee assistance and mental health counselling in person, virtually or through text, paid vacation/holidays, paid sick time, paid parental leave and other paid leaves of absence, NICU leave, bereavement resources, adoption benefits, educational assistance, mental health resources
• And Employee Assistance Plan.
• Voluntary benefits include dental, vision insurance, 401K plan, flexible spending accounts (health care and dependent care), health savings account, and voluntary life and AD&D insurance.
• Commuter benefits.
• Other statutory mandated benefits.

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy.