Senior Telecommunications Engineer

Overview

West Midlands Ambulance Service University NHS Foundation Trust is seeking a Senior Telecommunications Engineer to join the IT team at Headquarters in Brierley Hill. The role supports critical telecommunications infrastructure and provides guidance on technical issues to assist in maintaining Trusts telephone and mobile infrastructure, including support for Emergency Operations Centres and Patient Transport Service Contact Centres.

The closing date is 16 March 2026.

• Design and apply a comprehensive range of procedures for security, recovery, restart (including from disaster) and incident/problem control.
• Oversee upgrades, patching, operation, control, maintenance and effective use of non-critical voice and data applications.
• Guarantee integrity and confidentiality of information delivered to and sent by users in line with Trust and NHS policy.
• Manage security and performance targets for fixed and mobile telephony hardware and software.
• Communicate effectively with users and IT staff, particularly in emergencies, quality control, service restrictions, maintenance and major equipment/software upgrades.
• Investigate ways to improve service levels while minimising investment and implement improvements within scope of responsibility.
• Work solo or as part of a team on service projects with consideration to budgetary restraints.
• Implement training documentation and deliver training to staff in IT, Telephony and Mobile equipment.
• Plan and implement transitions for operational demands (eg Gold Control) to revised arrangements.
• Supervise nominated resources to deliver objectives on time.
• Assist with supplier management, including evaluating offers and negotiating contracts and SLAs.
• Monitor supplier performance, incidents and implement improvements; liaise with supplier technical personnel for problem resolution.
• Ensure supplier access to systems aligns with Trust security policy and manage physical access to critical areas.
• Maintain stock control and monitor telephone facilities for performance data, utilising information to prevent service degradation.
• Monitor security of all telephony systems and ensure compliance with ITIL processes and internal SLAs.
• Maintain and monitor the Trust’s IT Helpdesk facility to ensure departmental compliance with SLAs.
• Issue problem management reports, ensure timely resolution of faults, and communicate status to stakeholders.
• Ensure backups for all communication systems and participate in IT hardware and software audits.
• Plan and implement project-oriented tasks and ensure problems reported on the IT Helpdesk are addressed.

• OEM based technical qualification combined with 4 years working in an IT environment.
• Industry-based technical qualification.

• Knowledge of Avaya Communication Manager and associated services (AES, Breeze, AMS, SM, SBC).
• Knowledge of Avaya CMS.
• Knowledge of Microsoft Endpoint Manager (Intune) or leading MDM solutions.
• Specialist knowledge of telecommunications systems and evidence-based experience.
• Willing to undertake training to fulfil the requirements of the job, including external training.
• Experience of working within an IT environment.
• Experience of large telephony and mobile communication installations.

• Good interpersonal skills with the ability to communicate complex technical information.
• Good verbal and written communication skills including report writing and presentations.
• Ability to participate in the Trust IT on-call rota.
• Full clean driving licence.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a disclosure check will be required.

West Midlands Ambulance Service University NHS Foundation Trust

Salary: £38,682 to £46,580 a year plus the relevant unsocial hours as per section 2.

We are committed to safeguarding and promoting the welfare of patients; we are an inclusive employer and welcome applications from all backgrounds.

If this position involves a regulated activity, it will require an Enhanced Disclosure & Barring Service check. If applicable, the applicant covers the cost of the DBS check.

We endeavour to respond to all candidates; please check emails (including junk mail) regularly after the closing date.

We offer flexible working options; during interview, we will discuss how this could be facilitated for this role to support patient experience, service delivery and work-life balance.