Unified Communications (UC) Operations Engineer

Job Description

The Position 

The Unified Communications (UC) Operations Engineer is a key contributor responsible for ensuring the reliability, performance, and resiliency of Organon’s global Voice, Video, and UC SaaS environments. This role provides operational support across Microsoft Teams Voice, Voice gateways, SBCs, and video infrastructure, serving as a Tier‑2 technical expert for complex UC issues. The ideal candidate brings strong experience in enterprise UC operations, SIP and SBC technologies, and hands‑on troubleshooting across multi‑layered communication systems. 

Responsibilities 

· Provide Tier‑1 and Tier‑2 support for Microsoft Teams Voice, including troubleshooting call failures, one‑way audio, SBC routing issues, and network‑related incidents.  

·Diagnose and resolve Voice/Video service disruptions, performance degradation, and application‑level issues across global UC platforms.  

· Proactively monitor UC devices and infrastructure to ensure operational health, resiliency, and service availability.  

· Serve as the primary point of contact for Voice/Video incidents, managing tickets from creation through closure. 

 · Perform root‑cause analysis and drive timely remediation of service‑impacting issues. 

· Deliver remote break‑fix support in alignment with manufacturer warranty requirements and Organon standards. 

· Restore systems to operational state following hardware or software replacement, ensuring configuration integrity.

 · Identify and remediate non‑standard system alterations upon approval.

 · Monitor, track, and validate configuration changes across all UC devices, including backups, restores, and deployments.

 · Maintain accurate UC documentation, including network topology, application mappings, connectivity diagrams, traffic flows, and performance data. · Support resiliency across Voice gateways, AudioCodes SBCs, and the broader Voice/Video infrastructure. · Provide 24x5 operational support for all in‑scope UC service elements. 

 · Collaborate with third‑party vendors for escalations, device support, and service restoration. 

· Execute service introduction activities, ensuring new UC services are validated, documented, and transitioned into operational support. 

· Participate in operational readiness reviews and knowledge‑transfer sessions.

 · Ensure adherence to Organon Voice and Video policies, compliance requirements, and security standards.

Required Education, Experience, and Skills

At least 2 years overall work experience, including experience supporting enterprise Voice, Video, or Unified Communications environments.

 · Strong understanding of SIP, SBCs (preferably AudioCodes), call routing, and network fundamentals. · Hands‑on experience with Microsoft Teams Voice or similar UC SaaS platforms. 

· Proven ability to troubleshoot complex UC issues across multiple layers (network, SBC, application, endpoint). 

· Experience with configuration management, documentation practices, and operational support processes.

 · Strong analytical, communication, and problem‑solving skills.

Preferred Education, Experience, and Skills

· Bachelor's Degree required

Certifications such as Microsoft Teams Voice Engineer, AudioCodes ACA/ACP, CCNA/CCNP Collaboration, or equivalent. 

· Experience working in a global enterprise or managed services environment.

 · Familiarity with ITIL processes (Incident, Problem, Change Management).

 · Experience supporting Voice gateways, SBCs, and multi‑vendor UC ecosystems. · Knowledge of UC resiliency design, traffic flows, and performance monitoring.

Secondary Job Description

Who We Are:

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.  Our Vision is clear: A better and healthier every day for every woman.

As an equal opportunity employer, we welcome applications from candidates with a diverse background. We are committed to creating an inclusive environment for all our applicants. 

Search Firm Representatives Please Read Carefully 
Organon LLC, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Annualized Salary Range

Annualized Salary Range (Global)

Annualized Salary Range (Canada)

Please Note: Pay ranges are specific to local market and therefore vary from country to country.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements: Organon employees must be able to satisfy all applicable travel and credentialing requirements, including associated vaccination prerequisites

10%

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

2