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Become a Key Player in Our Advanced Technology Team!

RSM is seeking a highly skilled and motivated Tier 3 Unified Communications Engineer to join our dedicated Managed IT Services team. If youre passionate about solving complex UC challenges, thrive on being the go-to expert, and want to make a tangible impact for clients in a stable, growth-oriented environment, this is the role for you!

Work from anywhere in the US or enjoy a hybrid schedule near one of our offices. Youll be a critical part of a collaborative team, providing top-tier support for sophisticated unified communications environments.

What Youll Do:

Act as the Subject Matter Expert (SME) for advanced unified communications technologies, focusing primarily on break/fix support and incident resolution.
Dive deep into troubleshooting and resolving complex Tier 3 issues related to Cisco Call Manager, Cisco Webex (Calling, Meetings, Devices), Genesys Cloud Contact Center, SIP trunking, and Session Border Controllers (SBCs).
Respond to and manage escalated UC support cases, ensuring timely resolution and adherence to client Service Level Agreements (SLAs).
Engage directly with clients (virtually) to understand issues, communicate technical solutions clearly, and provide exceptional support experiences.
Collaborate effectively with clients, internal teams, and vendor partners to resolve challenging technical problems.
Participate actively in high-priority incident calls and escalations, providing critical expertise.
Contribute to our knowledge base by creating and refining documentation for internal use.
Manage an occasional on-call rotation schedule for after-hours support.
Participate in weekly team meetings, sharing insights and collaborating with fellow engineers.
Help train and mentor other resources, fostering knowledge sharing within the team.

What You Need to Succeed (Basic Qualifications):

Proven track record with 5+ years of experience in telecommunications/unified communications, specifically in advanced support or engineering roles.
Deep technical expertise and hands-on troubleshooting experience with:
- Cisco Call Manager (CUCM)
- Cisco Webex Suite (Calling, Meetings, Devices)
- Genesys Cloud Contact Center platform
- SIP protocols and troubleshooting
- Session Border Controllers (SBCs) - configuration and troubleshooting
Experience supporting large, complex enterprise environments, often with multiple locations.
Strong understanding of IT service management (ITSM) processes and experience using ticketing systems.
Exceptional problem-solving and analytical skills with a proven troubleshooting methodology.
Excellent communication skills (written and verbal) – ability to explain complex issues to both technical and non-technical audiences.
Ability to work independently with minimal supervision and collaboratively as part of a distributed team.
Familiarity with standard IT practices, networking concepts, and security policies.
A strong eagerness to contribute, learn, and tackle new challenges.
Degree or Certification in an IT-related field, OR equivalent combination of education and professional experience.

Bonus Points (Preferred Qualifications):

Experience with Microsoft Teams Voice integration and support.
Familiarity with other UC platforms like Mitel (Connect, 3300) or cloud solutions (RingCentral, 8x8).
Experience working for a Managed Service Provider (MSP).
Relevant industry certifications (e.g., Cisco CCNP Collaboration, CCIE Collaboration, Genesys Cloud Certified Professional).
Strong judgment, issues management, and time management skills.

Why Join RSM?

Impactful Work: Play a crucial role in ensuring the operational success of our clients critical communication systems.
Technology Focus: Work extensively with leading UC technologies like Cisco and Genesys Cloud.
Career Growth: We invest in you! Benefit from certification funding, clear paths for advancement, and opportunities to collaborate with and learn from other highly skilled engineers.
Flexibility: Enjoy the option of working fully remote or hybrid if youre near an RSM office.
Supportive Team: Be part of a cohesive, results-oriented team that values collaboration and knowledge sharing.
Company Stability: Join a reputable and growing leader in the consulting industry.

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.