Principal Collaborations Communications Engineer

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION: As a Principal Collaborations Communications Engineer, you will be responsible for the design, operation, and management of Microsoft Teams Direct Routing and enterprise voice infrastructure across New Balance’s global offices. This role ensures seamless collaboration through robust administration, configuration, and troubleshooting of Microsoft Teams and related unified communications technologies, spanning on-premises and cloud-based environments.

MAJOR ACCOUNTABILITIES:

• Infrastructure Management: Administer and maintain Microsoft Teams, Direct Routing including session border controllers (SBCs), Telco gateways, load balancers, and SQL servers.
• Voice & Conferencing Systems: Configure and support enterprise voice routing, PSTN connectivity, MS Teams Rooms (MTR), Surface Hubs, SIP paging systems, analog gateways, and video conferencing integrations (Poly, Logitech, Maxhub).
• Governance & Policy: Develop and enforce UC usage policies, governance structures, and system integrity aligned with business requirements and compliance standards.
• Interoperability: Manage UC interconnections with key infrastructure such as Office 365, Exchange, Active Directory, Azure AD/Entra ID, PKI, SharePoint, and AV/Contact Center systems.
• Monitoring & Troubleshooting: Diagnose and resolve call quality issues, system incidents, and service requests within defined SLAs. Track performance baselines and remediate deviations.
• Documentation & Reporting: Maintain detailed documentation of system configurations, operational procedures, test plans, and periodic status reports.
• Mentorship & Collaboration: Mentor junior IT staff and collaborate with global IT teams, business partners, and vendors to ensure high-quality service delivery.

REQUIREMENTS FOR SUCCESS:

• Education & Experience: BS in Computer Science or related field. 8–12 years of IT experience, with 5+ years in Microsoft Teams and UC technologies.
• Deep knowledge of Microsoft Teams, SfB (2015+), Office 365, and M365 ecosystem.
• Advanced experience with VoIP, SIP trunking, Direct Routing, Operator Connect, E911, Quality of Service, LBR, AA & CQ.
• Proficiency in PowerShell scripting, policy management, and regular expressions.
• Strong understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, Kerberos, DSCP tagging, and network security protocols.
• Experience with SBCs (e.g., Ribbon/Sonus), analog gateways, SIP phones, and conferencing systems.
• Familiarity with Windows Server (2016+), IIS, and Microsoft Intune.
• Excellent troubleshooting, communication, and documentation skills.
• Strong analytical and problem-solving abilities.
• Self-motivated, detail-oriented, and capable of managing multiple priorities.
• Comfortable working in diverse, global teams and adapting to flexible schedules.

Regular Associate Benefits: Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.

Flexible Work Schedule: For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced “Work from Anywhere” (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer: New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.