Unified Communications Engineer

Job description

Job Description Summary: Position Overview: The Unified Communications Engineer serves as a global subject matter expert for enterprise voice, video, contact center, and collaboration services. This role translates business and technical requirements into scalable unified communications solutions that improve service reliability, user experience, operational efficiency, and lifecycle governance. The successful candidate will bring strong technical depth across UCaaS platforms, Microsoft Teams, call center technologies, routing protocols, gateways, session border controllers, and integrated video conferencing. The role leads technical reviews, supports strategic solution design, guides implementation and transition to operations, mentors junior team members, and partners across Global IT, regional teams, vendors, and business stakeholders to deliver solutions aligned with enterprise standards and technology strategy. This is a maternity cover role. What You'll Do for Us: Solution Delivery and Technical Leadership - Lead design, validation, testing, implementation, and transition of enterprise voice, video, UCaaS, contact center, and collaboration services in partnership with business, regional IT, operations, and vendor teams. - Act as the technical point of contact for complex UC service requests, implementation issues, and escalations, ensuring solutions meet enterprise standards, security expectations, and operational requirements. Strategy, Governance, and Lifecycle Management - Manage or participate in cross-functional initiatives to evaluate technologies, conduct pilots, define standards, and implement solutions that support global UC strategy, lifecycle planning, compliance, and risk reduction. - Develop and maintain operational processes for incident, change, problem, performance, and lifecycle management to ensure stable and supportable UC services. Business Engagement and Project Execution - Gather, analyze, and prioritize business and technical requirements, then translate them into practical UC solution designs, estimates, implementation plans, and support models. - Manage project delivery against scope, timeline, budget, quality, and risk expectations; prepare executive-ready status updates, identify trends and variances, and recommend corrective actions when needed. Operations, Documentation, and Knowledge Transfer - Provide advanced support and oversight for complex telecom, network, UC, and video infrastructure issues, including root cause analysis and coordination across internal and external teams. - Produce clear documentation, transition materials, operational runbooks, and end-user or support training content for Global IT, Help Desk, regional IT, operations, and service teams. Mentoring and Continuous Improvement - Mentor junior team members and regional IT personnel, building capability, enabling shift-left support, and promoting consistent standards and practices across the global environment. - Use analytics, reporting, APIs, service trends, and stakeholder feedback to identify improvement opportunities and strengthen performance, adoption, supportability, and user experience. Qualifications & Experience: - Bachelor's degree in Computer Science, Telecommunications, Information Technology, Engineering, or a related discipline. - 1-3 years of relevant experience in unified communications, voice, video, collaboration, contact center, telecom infrastructure, or related enterprise technology services. Must have practical experience with the following; certifications are a plus: Voice over IP communication systems design, implementation, integration, and support. UCaaS and collaboration platforms, including Microsoft Teams. Contact center technologies, including IVR, routing, reporting, and integration patterns. Network and infrastructure components, including gateways, session border controllers, and enterprise routing dependencies. Video conferencing, meeting room technology, and integrated collaboration environments. Data privacy, audit, information risk, compliance, and security requirements relevant to communication services. Reporting, analytics, and API-based data extraction for communication products and environments. Project, problem, change, vendor, and lifecycle management. - Pursuing innovation by identifying improvement opportunities and implementing strategies, platforms, and service enhancements. - Exerting personal influence through negotiation, transparent communication, matrix collaboration, network building, and constructive conflict management. - Enhancing and sustaining the performance of others through coaching, mentoring, capability building, and knowledge transfer. - Communicating effectively by building commitment, influencing decisions, securing support, listening actively, and understanding stakeholder perspectives. - Building value-based relationships with IT leads, service owners, vendors, regional teams, senior management, and business stakeholders. What We Can Do For You: Innovation & Technology: The ability to work with an award-winning team that is on the cutting edge of innovation. Exposure to World Class Leaders: Availability to global technology leaders that will expand your network and expose you to emerging technologies and techniques. Agile Work Environment: We embrace agile with management that believes in removing barriers, so you are empowered to experiment, iterate, and innovate. Career Development: The Coca-Cola Company offers a wide range of resources and programs to support your career development, including global learning programs and leadership development programs. Skills: Contact Centre Technology, Enterprise Collaboration Platforms, IT Problem Solving, Reporting and Analysis, Unified Communications as-a-Service (UCaaS), Unified Communication Services, Video Conferencing Software, Voice over IP (VoIP) Location(s): Bulgaria City/Cities: Sofia Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: September 7, 2026 Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.