Sr. UC Field Support Engineer

Job Title: Sr. UC Field Support Engineer

Location: Orlando, FL (Onsite)

Duration: Long Term Contract

Technical Skills: Years/Level of Experience

Unified Communication and Collaboration Operations    (7-10 yrs. Experience)

Video Conferencing Infrastructure                                        (7-10 yrs. Experience)

Cisco UCCE                                                                                 (3-5 yrs. experience)

Avaya Voice Solutions                                                              (7-10 yrs. Experience)

Role Description: 

• Lead UC field support operations for USCIS Southeast region
• Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites
• Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training
• Manage digital signage deployments and ongoing support (250 players across enterprise)
• Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards)
• Coordinate and lead regional UC equipment deployments and installations
• Provide hands-on technical support for conference room AV systems, displays, projections, microphones
• Support VTC bridge sessions (Point-to-Point, Webex, PEXIP/CVI to Teams)
• Manage secure telephone installations and support (<100 secure phones enterprise-wide)
• Respond to UC incidents and service requests with timely resolution
• Coordinate with vendors and contractors for UC equipment installation and maintenance
• Mentor and provide technical guidance to UC Field Support Engineers
• Travel to client sites within Southeast region as needed for on-site support
• Participate in on-call rotation for after-hours UC support
• Document UC issues, resolutions, and lessons learned in knowledge base
• Support asset management and inventory tracking for UC equipment
• Provide user training and orientation for UC systems and equipment

Experience:

**7+ years UC experience with Cisco CCNP Collaboration (or higher).**

**Experience in leading large deployments and migrations, providing Tier 3 escalation support, developing standards and automation, VTC, digital signage, paging, telecom, LAN, SIP, ISDN, ePRI/PRI/POTS, unicast/multicast, local exchange carriers, IP-PBX, QoS, and related protocols across large, geographically dispersed networks..**

3+ years team lead or senior engineer experience

Hands-on experience with VTC systems, conference room AV, telephony endpoints

Experience supporting multiple sites and regional operations

Expert in: VTC systems, conference room AV, desk phones, softphones, video bridging

Strong knowledge: Avaya phones, Microsoft Teams devices, Cisco endpoints, digital signage, IPTV

Familiarity with: Troubleshooting methodologies, ticketing systems (ServiceNow), asset management

AV/VTC certifications (CTS, Cisco, Polycom, Logitech) preferred

Microsoft Teams or Avaya support certifications desired

ITIL Foundation (preferred)

Education Level: Bachelors degree

Work Location   On-site (Government / AFS Site): Orlando, Florida

On-site %: 100%

Off-site (Contractor Site):  Up to 25% Travel

Special Requirements  

Work Authorization: s

Clearance Required: Public Trust; Full Clearance