Unified Connectivity Engineer; L3

Position: Unified Connectivity Engineer (L3)
The Role The Network Engineer – L3 (UCC) provides advanced operational support, configuration management, and performance optimisation across unified communications platforms for financial services clients. This is a hands-on, client-facing role focused on resolving complex incidents, executing controlled changes, and maintaining high-performing, secure UCC environments. You will play a key role in improving service quality, ensuring compliance, and supporting continuous service improvement in a regulated environment.

Key Responsibilities Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologies Execute standard and complex UCC changes in line with governance and compliance requirements Maintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoints Monitor and optimise service performance using CQD, analytics, and incident trends Administer UCC platforms including Teams, Exchange Online integration, and collaboration tools Collaborate with Network, EUC, vendors, and service teams to resolve dependencies Support major incident management and escalations across UCC services Drive continuous service improvement and reduce recurring issues Maintain accurate documentation to support compliance and audit requirements Mentor L1/L2 engineers and improve escalation quality and knowledge sharing Ensure all activities align with financial services regulatory frameworks Provide input into service reporting, governance packs, and post-implementation reviews Experience & Knowledge Essential:
Strong experience in UCC / unified communications support and operations Experience supporting Microsoft Teams (including voice and collaboration) Understanding of VoIP, SIP, call flows, and QoS dependencies

Experience with Direct Routing or Operator Connect environments Strong troubleshooting skills across endpoints, networks, and user experience

Experience with ITIL processes (incident, change, problem management) Familiarity with Service Now or similar ITSMtools Strong communication skills in customer-facing environments Desirable:
Microsoft 365 or Teams certification (e.g.MS-700)

Experience with in managed services environments Exposure to Zoom, Webex, or multi-platform UC environments Knowledge of compliant communications / call recording solutions Basic scripting/automation (Power Shell) Benefits Pension with employer contributions Private healthcare Discounted gym memberships 25–27 days holiday  bank holidays  birthday off 24/7 wellbeing support  Team Claranet initiatives