Unified Communications Engineer / Network Engineer
at Hearst Digital

The role of Unified Communications Engineer will be to exercise their skills in a large and complex environment, ultimately providing positive impact to the employee experience at Hearst. This role will focus on supporting integrated solutions in a multi-platform environment at an enterprise level. Hearst employees heavily leverage a variety of Unified Communications technologies to conduct business with peers and customers. The focus of this role is to manage, maintain, and maximize uptime in a complex environment and meeting business expectations through managing all aspects of technical troubleshooting and MACD work as required.



The Unified communications engineer will support and handle MACD work using the following technologies:

  • Cisco Unified Communications Manager

  • Cisco Unity Connection Voicemail

  • Cisco Contact Center Express

  • Jabber, Video Phones, and other collaboration endpoints

  • Cisco gateway routers and other SIP enabled gateways and endpoints

  • Avaya phone and voicemail systems

  • Nortel CS 1000 PBXs

  • Handset programing and troubleshooting

  • Conducting performance and diagnostic testing of telecommunications equipment


  • Manage vendors in relation to all in scope projects/initiatives

  • Perform user moved adds and changes 

  • Liaise with the Events teams, Help Desk and other IT service owners on a regular basis

  • Provide support and escalations for critical break-fix issues

  • Plan, schedule and perform systems maintenance and upgrades

  • Provide end user training and documentation

  • Provide after-hours support when necessary

  • Handle software and hardware repairs as required to maintain system uptime.

  • Maintains customer rapport by listening to and resolving concerns; answering questions


  • 5+ years hands on experience with relevant technologies

  • Demonstrated mastery of previous levels' skills and responsibilities

  • Excellent Analytical and Problem Solving Skills

  • Excellent Verbal and Communication Skills

  • Ability to work without supervision

  • Cisco Unified Communications Manager (CUCM) ver 9.x or higher

  • Cisco Unity Connection  (UConn)

  • Cisco Voice Portal (CVP)

  • Cisco Call Manager Express (CME)

  • Cisco Unity Express (CUE)

  • Cisco Unified Border Element (CUBE)

  • SIP Trunking

  • Web conferencing integration

  • Call Accounting / CDR 3rd party solutions

  • Strong PSTN Knowledge

  • Avaya phone and voicemail systems.

  • Strong PSTN Knowledge

  • Ability to handle multiple tasks concurrently, prioritizing and accurately completing them in   a potentially stressful environment

  • Ability to interact well with all levels of management and co-workers.

  • Good oral and written communication

  • ability to plan and meet deadlines

  • Excellent computer and customer service skills

Preferred Qualifications:

  • Bachelor’s Degree in computer science or related technologies.

  • Cisco Contact Center Express (UCCX)

  • E911 3rd party solutions

  • Contact Center Reporting such as Aceyus, CUIC and others

  • Experience implementing SIP Trunks and PRI.

  • Experience with designing and configuring global dial-plans and least cost routing.

  • Routing and Switching