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
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