EUC Unified Communications Engineer

Management Level

Role for UC Engineer:

• Relevant knowledge of Voice technologies, Cisco Contact Centre (UCCE, CVP, ISE) or industry equivalent, Unified Communications (UC), Video technologies and Session Border Controllers (at least 3 years of experience) - must have
• Product knowledge of other VoIP and networking technologies including switching, routing and firewalls (Cisco, Juniper)
• Detailed understanding of dependence of VoIP technologies on underlying carrier networks (SIP, PSTN)
• Knowledge of Voice and Video security best practices.
• Past working experience on non-cisco UCC systems including Mitel and Avaya (good to have)
• Knowledge of current market trends related to could and managed services. Design of the VoIP and network architecture.
• Understanding of dial plan analysis, call routing best practices, skill based routing.
• Experience in troubleshooting and incident management related to the voice and network technologies.
• Cisco CCNA, CCNA Collaboration, CCNP Collaboration nice to have.
• Microsoft Teams Calling (nice to have)
• Excellent written and spoken communication skills
• Vendor management experience would be beneficial
• Ability to build connections and work collaboratively with the business stakeholders. Wearing multiple hats - IT and the business.
• Willingness to gain and share knowledge with others.
• Ability to work independently without direct supervision.

Key accountabilities:

• Technical subject matter expert within a team of engineers
• Review, design and engineer processes with new technologies including VoIP networks
• Provide consultation and subject matter expertise to Equiniti VoIP (UCC and contact centre) network.
• Provide an operational support - Business as Usual, L2/L3 support, ticket resolution.
• Provide centralized voice and video support to the internal stakeholders.
• Collaborate with various levels/layers of stakeholders and management across IT and business organizations.
• Engaging and managing third party vendors where relevant to support EQ VoIP and UCC infrastructure.
• Administration, support and maintenance of the core Contact Centre environment
• Working directly with carriers to troubleshoot issues.
• Monitor the Voice/UCC ticketing queue and provide updates on escalated tickets.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.