UC Support Engineer

Overview

The Unified Communications (UC) Engineer is responsible for the hands‑on technical support, implementation, troubleshooting, and maintenance of UC solutions across the organisation. This role focuses on ensuring the reliability, performance, and security of UC platforms and related infrastructure, including voice, video, messaging, and collaboration tools. The UC Engineer works closely with internal teams and external vendors to resolve technical issues, execute system upgrades, and deliver high‑quality unified communications services.

• Provide technical support and incident resolution for UC systems, including but not limited to Teams Operator Connect, Teams Direct Routing, and SIP/VOIP platforms
• Implement, configure, and maintain UC infrastructure components, including SBCs (Ribbon, Audio Codes), contact centres, and call recording solutions
• Troubleshoot and diagnose hardware and software issues within UC environments, escalating complex problems as necessary
• Conduct routine system health checks, performance monitoring, and apply updates or patches to maintain optimal operation
• Document technical procedures, solutions, and configurations for knowledge sharing and compliance purposes
• Collaborate with other IT and support teams to ensure seamless integration and operation of UC services
• Assist in provisioning users, managing access controls, and supporting moves/adds/changes requests on UC platforms
• Participate in projects related to UC system upgrades, migrations, and new feature deployments
• Maintain security standards and ensure compliance with organisational policies and industry best practices

• Demonstrated proficiency in Unified Communications technologies, including Teams Direct Routing, Skype for Business Server 2015/2019, SIP/VOIP, and legacy PBX systems (Avaya, Mitel, CCM)
• Experience with SBCs (Ribbon, Audio Codes), contact centre solutions (Anywhere
  365), and call recording platforms (Verint)
• Strong troubleshooting skills across UC environments, including network, voice, and application layers
• Working knowledge of supporting technologies such as Azure Infrastructure, Active Directory, Group Policy, virtualization, PKI, and networking
• Ability to interpret logs, analyze performance metrics, and apply diagnostic tools to resolve technical issues
• Effective written and oral communication skills for documenting issues and collaborating with stakeholders
• Resilience under pressure and commitment to delivering excellent customer service
• Fast learner with the ability to assimilate new information and technologies quickly

Experience in Power Platform and Dynamics
365

• Ribbon Edge Support (desirable)
• Audio Codes ACA/ACP (desirable)
• MS-700, MS-720 (desirable)
• Anywhere
  365 Partner Training (desirable)
• CCNA (desirable)
• ITIL V4 Foundation (required if not previously achieved)

• Achieve SLA targets for initial response and ticket resolution (95%+ for designated months)
• Maintain customer satisfaction scores (CSAT) and Net Promoter Scores (NPS) at or above 85%
• Demonstrate technical proficiency in UC systems and effective problem‑solving capabilities
• Complete required certifications as outlined above
• Provide analysis and corrective actions for any missed targets, reporting results to Service Management

• Monthly review of SLA compliance and CSAT/NPS scores
• Average ring time for call handling not to exceed 30 seconds
• Minimum logged time of 6.5 hours per day
• Continuous improvement through feedback and performance analysis
• Alignment of KPIs with departmental objectives and adaptation to evolving business needs

Current at the time of writing. Subject to change.

• PMI with Vitality Health
• Medical Cash Plan with Medicash
• Life Assurance (Death in Service) with Yu Life
• Employee Assistance Programme
• 25 days holiday (plus all Public Holidays) - increasing to 26 days after 1 year, to 27 days after 2 years and to 28 days after 5 years
• Your birthday day off
• Access to Costco Membership
• Salary Sacrifice Scheme, applicable to:
  • Workplace Pension
  • Employer contribution is currently 5.5% of qualifying salary (above legislated…