UC Engineer
University of Southern California, Los Angeles, CA, United States
The University of Southern California’s Information Technology Services (ITS) is seeking an accomplished Unified Communications (UC) Engineer with an exceptional commitment to service excellence to join its team. As the UC Engineer, you will be an integral member of the Unified Communication & Collaboration team and will be responsible for supporting the design, engineering, and implementation of unified communications and cloud‑based collaboration technologies across USC.
Qualified candidates have a strong understanding of Unified Communications (UC) products, services, and networking, and are eager to continuously learn emerging technologies. The ideal candidate has excellent time management, technical, and communication skills, is end‑user focused, and driven by customer satisfaction. This position works closely with IT Operations, Systems, Security, and Network teams to implement, monitor, and maintain production infrastructure.
You will collaborate with diverse and talented team members to solve multidimensional technology problems, improve customer experience, and generate value for campus stakeholders across a broad base of departments and constituencies.
This role supports a modern unified communications ecosystem, including cloud telephony, contact center platforms, and collaboration technologies such as Zoom. The position plays an important role in ensuring reliable, scalable communications services that support the university’s academic and administrative mission.
The Team
ITS continually improves services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross‑functional teamwork; embraces world‑class best practices; and promotes innovation, excellence, agility, and efficiency.
ITS Culture
USC’s ITS organization represents a diverse and talented team committed to supporting a collaborative culture and delivering secure and innovative IT services that are core to the mission of USC. ITS values accountability, excellence, and an exceptional customer experience, and strives to maintain a supportive and inclusive culture where employees are encouraged to do their best work every day and are recognized for their contributions.
The Work You Will Do
In this role, the UC Engineer provides engineering and technical support for unified communications infrastructure and services, ensuring systems operate at peak efficiency with little or no downtime. The engineer assists in designing, configuring, troubleshooting, and maintaining university telephony equipment across multiple platforms, and provides technical and training assistance to other ITS teams. The engineer ensures industry best practices are applied to technology use, procedures, and methodology, and demonstrates ITS values in action.
Key Responsibilities
Ensure the unified communications infrastructure operates at peak efficiency, troubleshooting university telephony equipment across multiple platforms. Actively and empathetically listen to and engage with customers, identify service problems and root causes, and continuously design, configure, deliver, and maintain new unified communication services to customers.
Consult with university departments and stakeholders to determine suitability and capability of communications devices in compliance with SOP and all relevant policies and regulations. Work with vendors and external stakeholders to find and implement relevant, effective technologies and applications, managing communications with stakeholders, technical staff, leadership and vendors (e.g., bug reports, contract negotiations, oral presentations) as required.
Create and maintain documentation, collaborating with team members to establish project plans, schedules, and priorities, and contribute to ITS’ knowledge base. Participate in the development, implementation, and maintenance of SOP and relevant training for unified communications administration, operation, and disaster recovery.
Leverage telephony expertise to support the unified communications team’s vision, analyzing data and recommending improvements while maintaining currency with emerging technologies and industry trends. Build and maintain a network of professionals, attending relevant events (e.g., organization meetings, conferences, trainings, trade shows) as appropriate.
Aid the cultivation of a transparent environment and culture of belonging, share information broadly, and actively embody ITS values and behaviors (e.g., accountability, ethics, best‑in‑class customer service). Build and maintain collaborative relationships with various groups to ensure consistent, reliable service. Work with ITS leaders to develop and manage holistic strategies for delivering service.
Minimum Qualifications
Bachelor’s degree (or combined experience/education as substitution).
2 years of related work experience.
Direct, hands‑on experience with network transport, design, planning, and implementation.
Knowledge of voice applications and unified communications service networks, including voice switches, media gateways, routers, load balancers, and firewalls.
Experience with PBX, voicemail, call center management, and carrier services (e.g., Avaya Communications Manager, Second Nature, Frontier Centrex Manager).
Experience supporting large‑scale telephony implementations and upgrades, delivering reliable, quality service within a higher education environment.
Knowledge of data networking and IT fundamentals, and experience with service management tools, asset management, and billing tools (e.g., ServiceNow, Pinnacle, Calero).
Knowledge of video conferencing, telepresence, and web conference solutions.
Ability to assess problems and prioritize accordingly based on importance and urgency.
Strong collaboration, communication and technical documentation skills, with experience presenting ideas and solutions in business‑friendly terms.
Ability to develop positive working relationships and strong rapport with team members.
Preferred Qualifications
Experience supporting cloud‑based unified communications or contact center platforms (UCaaS/CCaaS) such as Five9, Zoom Contact Center, or similar technologies.
Experience supporting Zoom collaboration technologies, including Zoom Phone.
Experience using REST APIs, scripting, or automation tools to support unified communications or contact center platforms.
Experience participating in telephony or contact center platform migrations or cloud transformations.
Experience in IT, higher education, or other relevant fields.
Bachelor’s degree in Computer Science, Computer Information Systems, or related field.
4 years of related work experience.
In addition, the successful candidate must demonstrate a strong commitment to USC’s Unifying Values of integrity, excellence, community, well‑being, open communication, and accountability through ideas, words and actions.
Salary and Benefits
The annual base salary range for this position is $127,864.08 – $134,600.04. USC considers factors such as scope and responsibilities, candidate experience, education/training, key skills, internal peer alignment, laws, contractual stipulations, grant funding, and market considerations. USC provides a comprehensive benefits package that supports faculty and staff well‑being, including health, wealth, and future protection.
Minimum Qualifications are reiterated for clarity: bachelor’s degree in a relevant field or equivalent, minimum two years of experience in IT or higher education, experience supporting large‑scale telephony implementations and upgrades, direct hands‑on network experience, knowledge of voice applications and unified communications, familiarity with service management tools, video conferencing, strong communication skills, and the ability to prioritize and build positive working relationships.
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Qualified candidates have a strong understanding of Unified Communications (UC) products, services, and networking, and are eager to continuously learn emerging technologies. The ideal candidate has excellent time management, technical, and communication skills, is end‑user focused, and driven by customer satisfaction. This position works closely with IT Operations, Systems, Security, and Network teams to implement, monitor, and maintain production infrastructure.
You will collaborate with diverse and talented team members to solve multidimensional technology problems, improve customer experience, and generate value for campus stakeholders across a broad base of departments and constituencies.
This role supports a modern unified communications ecosystem, including cloud telephony, contact center platforms, and collaboration technologies such as Zoom. The position plays an important role in ensuring reliable, scalable communications services that support the university’s academic and administrative mission.
The Team
ITS continually improves services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross‑functional teamwork; embraces world‑class best practices; and promotes innovation, excellence, agility, and efficiency.
ITS Culture
USC’s ITS organization represents a diverse and talented team committed to supporting a collaborative culture and delivering secure and innovative IT services that are core to the mission of USC. ITS values accountability, excellence, and an exceptional customer experience, and strives to maintain a supportive and inclusive culture where employees are encouraged to do their best work every day and are recognized for their contributions.
The Work You Will Do
In this role, the UC Engineer provides engineering and technical support for unified communications infrastructure and services, ensuring systems operate at peak efficiency with little or no downtime. The engineer assists in designing, configuring, troubleshooting, and maintaining university telephony equipment across multiple platforms, and provides technical and training assistance to other ITS teams. The engineer ensures industry best practices are applied to technology use, procedures, and methodology, and demonstrates ITS values in action.
Key Responsibilities
Ensure the unified communications infrastructure operates at peak efficiency, troubleshooting university telephony equipment across multiple platforms. Actively and empathetically listen to and engage with customers, identify service problems and root causes, and continuously design, configure, deliver, and maintain new unified communication services to customers.
Consult with university departments and stakeholders to determine suitability and capability of communications devices in compliance with SOP and all relevant policies and regulations. Work with vendors and external stakeholders to find and implement relevant, effective technologies and applications, managing communications with stakeholders, technical staff, leadership and vendors (e.g., bug reports, contract negotiations, oral presentations) as required.
Create and maintain documentation, collaborating with team members to establish project plans, schedules, and priorities, and contribute to ITS’ knowledge base. Participate in the development, implementation, and maintenance of SOP and relevant training for unified communications administration, operation, and disaster recovery.
Leverage telephony expertise to support the unified communications team’s vision, analyzing data and recommending improvements while maintaining currency with emerging technologies and industry trends. Build and maintain a network of professionals, attending relevant events (e.g., organization meetings, conferences, trainings, trade shows) as appropriate.
Aid the cultivation of a transparent environment and culture of belonging, share information broadly, and actively embody ITS values and behaviors (e.g., accountability, ethics, best‑in‑class customer service). Build and maintain collaborative relationships with various groups to ensure consistent, reliable service. Work with ITS leaders to develop and manage holistic strategies for delivering service.
Minimum Qualifications
Bachelor’s degree (or combined experience/education as substitution).
2 years of related work experience.
Direct, hands‑on experience with network transport, design, planning, and implementation.
Knowledge of voice applications and unified communications service networks, including voice switches, media gateways, routers, load balancers, and firewalls.
Experience with PBX, voicemail, call center management, and carrier services (e.g., Avaya Communications Manager, Second Nature, Frontier Centrex Manager).
Experience supporting large‑scale telephony implementations and upgrades, delivering reliable, quality service within a higher education environment.
Knowledge of data networking and IT fundamentals, and experience with service management tools, asset management, and billing tools (e.g., ServiceNow, Pinnacle, Calero).
Knowledge of video conferencing, telepresence, and web conference solutions.
Ability to assess problems and prioritize accordingly based on importance and urgency.
Strong collaboration, communication and technical documentation skills, with experience presenting ideas and solutions in business‑friendly terms.
Ability to develop positive working relationships and strong rapport with team members.
Preferred Qualifications
Experience supporting cloud‑based unified communications or contact center platforms (UCaaS/CCaaS) such as Five9, Zoom Contact Center, or similar technologies.
Experience supporting Zoom collaboration technologies, including Zoom Phone.
Experience using REST APIs, scripting, or automation tools to support unified communications or contact center platforms.
Experience participating in telephony or contact center platform migrations or cloud transformations.
Experience in IT, higher education, or other relevant fields.
Bachelor’s degree in Computer Science, Computer Information Systems, or related field.
4 years of related work experience.
In addition, the successful candidate must demonstrate a strong commitment to USC’s Unifying Values of integrity, excellence, community, well‑being, open communication, and accountability through ideas, words and actions.
Salary and Benefits
The annual base salary range for this position is $127,864.08 – $134,600.04. USC considers factors such as scope and responsibilities, candidate experience, education/training, key skills, internal peer alignment, laws, contractual stipulations, grant funding, and market considerations. USC provides a comprehensive benefits package that supports faculty and staff well‑being, including health, wealth, and future protection.
Minimum Qualifications are reiterated for clarity: bachelor’s degree in a relevant field or equivalent, minimum two years of experience in IT or higher education, experience supporting large‑scale telephony implementations and upgrades, direct hands‑on network experience, knowledge of voice applications and unified communications, familiarity with service management tools, video conferencing, strong communication skills, and the ability to prioritize and build positive working relationships.
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