Job Description
Who We Are
Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities. Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.
The Role
The Senior Unified Communications Engineer is a senior hands-on technical engineer responsible for the implementation, operation, reliability, and lifecycle management of CAA’s global Unified Communications services across on-premises, hybrid, and cloud environments. This role serves as the primary technical escalation point for complex UC issues and is responsible for translating architecture standards and strategic direction into stable, supportable production solutions. The Senior UC Engineer maintains deep technical expertise across CAA’s communications platforms, including Cisco Unified Communications technologies and cloud-based services such as Jabber, Microsoft Teams, and Zoom. Working closely with the Senior Unified Communications Architect, Network, Infrastructure, Audio Visual, Security, Service Desk, and managed service partners, this position leads technical implementation, troubleshooting, upgrades, migrations, monitoring, documentation, and operational improvement. The role is expected to remain highly hands-on while mentoring junior engineers and helping operationalize UC services at global scale.
Responsibilities
Implement, operate, maintain, and support enterprise-scale Unified Communications platforms across on-premises, hybrid, and cloud environments.
Provide deep hands-on technical support for Cisco UC technologies including CUCM, Unity Connection, CUBE, CER/E911, Expressway, UCCX, Webex, Jabber, SBCs, and associated voice infrastructure.
Support Microsoft Teams Phone, Zoom, Webex, and other cloud communications platforms as part of CAA’s hybrid communications environment.
Serve as the senior technical escalation point for complex issues involving SIP signaling, call routing, dial plans, media flows, voice quality, SBCs, endpoints, certificates, licensing, carrier connectivity, and service availability.
Execute platform upgrades, migrations, lifecycle refreshes, certificate renewals, firmware deployments, configuration changes, and other critical production activities using established change-management processes.
Implement architecture standards, reference designs, and modernization initiatives defined in partnership with the Senior Unified Communications Architect.
Develop and maintain proactive monitoring, alerting, telemetry, and service-health practices across the UC environment, including call quality, platform availability, capacity, certificate health, trunk status, and infrastructure dependencies.
Perform root-cause analysis for significant incidents and…