Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

This VOIP Engineer focuses on maintaining the stability, reliability, and performance of the VOIP Enterprise Solution. This includes the Call Manager (Cisco) or Communication Manager (Avaya), Voicemail, and other services. The VOIP Engineer will also manage the integration between the Avaya system and the Cisco VOIP system. The VoIP Engineer will provide day-to-day on/off prem support, proactive maintenance, and perform independent complex system troubleshooting. Provides tactical solutions, and work with the Sr. VOIP Engineer on strategic direction, roadmap design, installation, and configuration of all IP-based PBX telephone systems/services. Strong troubleshooting skills in Unified Communications and Contact Center environments is highly valuable to support business Telecom needs and requirements. This role will also assist in the operational, strategic planning, and business continuity / disaster recovery solutions.

MAJOR RESPONSIBILITIES:

• Manage and support VoIP infrastructure and other supported applications. Train Telecom team and act as tier 3 level of support day to day challenges and projects and maintain documentation.
• Provide support voice communication business needs including on call support or emergency outages. Practice telephony asset management, including maintenance of component inventory and related documentation and technical specifications information.
• Design, manage, and support VoIP mobility. Follow Disaster Recovery designs as per UPR-IT policies. Test and develop new technology in accordance to UPR-IT Mission Statement and business goals.
• Design, manage, and support VoIP solution including multi-site utilizing SIP solutions on Cisco and Avaya platform. Develop and maintain VoIP infrastructure documentation.
• Lead and assist with special projects. Work with all project teams to understand requirements, formulate VoIP / SIP solution, implement, and support solution. Responsible for successful implementation supporting the respective projects deliverable.
• Work with third-party vendors and Cisco TAC Support and Avaya Support.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• Associate’s degree (AA) required.
• Bachelor’s degree or Master’s degree preferred.

EXPERIENCE:

• 3+ years experience in Telecommunication Administration and Provisioning
• 2+ Years Avaya or Cisco VoIP
• 3+ Years of practical experience with Cisco VoIP technologies, including CUCM (Cisco Unified Communications Manager), Unity Connection, and Cisco Voice Gateways, is essential. Knowledge of IX Messaging, AEP (IVR), VoIP, SIP Protocols and Call Routing.
• Proficiency in networking concepts, protocols like SIP and H.323, Analog Gateways, 3rd party SIP endpoints and troubleshooting skills are also crucial.
• Knowledge of Avaya-Cisco integration, call center and cloud solution a plus.
• Or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

CCNA Voice or CCNA Collaboration (preferred) or ASTA Certified (preferred)

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE