Sr. Unified Communications Operations Engineer

Full Time
Depends On Experience
Telecommuting not available Travel not required

Job Description

Company Summary
Yum! Brands, Inc., based in Louisville, Kentucky, has over 45,000 restaurants in more than 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. In 2018, Yum! Brands was recognized as part of the inaugural Bloomberg Gender-Equality Index. In 2017, Yum! Brands was named to the Dow Jones Sustainability North America Index and ranked among the top 100 Best Corporate Citizens by Corporate Responsibility Magazine. The company?s restaurant brands ? KFC, Pizza Hut and Taco Bell ? are global leaders of the chicken, pizza and Mexican-style food categories. Worldwide, the Yum! Brands system opens over seven new restaurants per day on average, making it a leader in global retail development.

Since our spin-off from PepsiCo in 1997, Yum! Brands has become a truly global company going from approximately 20 percent of profits coming from outside the U.S. to approximately 50 percent in 2016. We?re proud to be the worldwide leader in emerging markets with over 17,000 restaurants, nearly twice as many as the nearest competition. With less than 3 restaurants per million people in the top 10 emerging markets, compared to approximately 57 restaurants per million in the U.S., we are on the ground floor of global growth.

Our mission is to build the world?s most loved, trusted and fastest growing restaurant brands. We are evolving KFC, Pizza Hut and Taco Bell into iconic, distinctive and relevant global brands.

Importantly, we?re extremely proud of our 1.5 million employees around the globe and the unique culture we?ve built, one that?s filled with energy, opportunity, and fun. We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background. Yum! Brands is great place to be yourself, grow and make a difference.

Job Description
At Yum! Brands we use technology as a part of our everyday activities to connect and communicate with our Brands. Within our Brands, our people embrace technology and look for new, creative ways to leverage its power to improve how we work as an organization and ultimately drive GREATER customer value.

The Senior Unified Communications Architect will be part of team responsible for building and maintaining comprehensive Telecommunications systems. This person will support Yum! Brands efforts through voice infrastructure architecture, design and implementation. Working with other architects, this individual will architect and design voice systems based on specific project needs that are secure, global, highly available and scalable. Essential to the success of this role is the ability to analyze global client needs and provide cost effective business solutions as well as varying levels of support escalation. This role will operate in the capacity of support on Global IT project initiatives as well as support for Unified Communications tools such as Microsoft Skype, UCCX and Cisco HD Video systems.



  • Develop supporting business cases for new technologies and initiatives to communicate business benefits to senior management and across functions. Create inspirational presentations to communicate benefits.
  • Sustain on-going knowledge of IT industry trends to assess impact for future strategies.
  • Participate in the development of technology vision and 3-5 year roadmap.
  • Provide assessment of new opportunities and their estimated cost, creating input into IT Annual Operating Plan.
  • Lead various global initiatives as required through projects, day to day support or ad-hoc requests.
  • Analyze business processes and think creatively about how to optimize these processes through the use of technology.
  • Mentors less experienced team members officially and unofficially.
  • Able to stretch outside of the voice and video discipline and contribute to broader technology initiatives.


  • Maintain extensive and detailed technical documentation.
  • Act as a contributor and\\or leader of Subject Matter Expert Teams.
  • Provide call center client, Fax Over IP, basic phone system or video training as needed.
  • Provide secondary\\escalation support for global markets outside of North America on VOIP systems, video systems and all trunking \\ integration of systems.
  • Perform checks, monitor vendor support and perform required maintenance to keep the voice and video systems highly available, highly stable, and always performing optimally.
  • Proactively identify needs for improvements, capacity changes and upgrades. Plan and implement upgrades and patches to stay on current versions.
  • Review change control tickets related to Voice over IP and video systems.
  • Design and program the call center application and reporting systems based on client business requirements.
  • Resolve escalated cases from other UC Engineers and National PC Helpdesk. Perform fault resolution and root-cause diagnosis.
  • Act as a liaison between Voice & Video Unified Communications, other Infrastructure groups and external vendors.

Minimum Requirements


  • BS/BA required, CIS, MIS preferred.
  • MCSE: Communications
  • Microsoft and/or CISCO Call Center Platform and voice/video systems

EXPERIENCE (and other qualifications):

  • Self-starter with strong organizational and leadership skills.
  • High business acumen and passion to learn about the business.
  • 12-15 years of Voice Services experience including Cisco VOIP products and Microsoft Skype.
  • 2-3 years of project management experience required that includes managing cross functional teams to accomplish the initiative.
  • 12-15 years of IP video conferencing experience.
  • In-depth knowledge of VMWare, Network and IP services.
  • Strong communication skills both written and verbal ? ability to communicate a technical message in non-technical terms.
  • Advanced troubleshooting skills and methodology to determine root cause with hardware, operating system, application programs, network failure or security.
  • Excellent vendor and client management skills.
  • Fundamental understanding of help desk operations.
  • Open to possible short or long term assignments both domestically and internationally.

Dice Id : RTL156052
Position Id : 89899BR
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