Unified Communications Manager

We are seeking an experienced Unified Communications (UC) Manager to own and support our global voice and telephony environment. This is a hands on technical role that combines enterprise telephony, call routing, contact centre technologies, supplier management, and cloud communications.

You will be responsible for ensuring the reliability, security, and continuous improvement of our voice platforms while acting as the technical lead for key partners including AT&T, DXC, AWS, and telecommunications providers.

This role is ideal for someone who has evolved beyond traditional telephony administration and has experience designing call flows, managing complex routing environments, supporting contact centre solutions, and delivering modern cloud-based voice services.

As Unified Communications Manager, you will be the technical owner of Smiths Detection's global voice communications estate, supporting technologies including:

• Microsoft Teams Phone
• Direct Routing
• Session Border Controllers (SBCs)
• SIP Trunking
• PBX platforms
• Contact Centre technologies
• Call Routing and Dial Plan Services
• Teams Rooms
• Carrier services and telecommunications operations

You will work closely with Network Engineering, Cybersecurity, Service Delivery teams, and external providers to ensure our global communications platforms remain resilient, secure, and aligned to business needs.

• Lead the day-to-day administration and support of enterprise telephony services, including Microsoft Teams Phone, SBCs, PBX systems, voicemail platforms, and telephony gateways.
• Manage SIP trunking, POTS services, carrier connectivity, numbering plans, and global telephony provisioning.
• Administer and optimise Teams Phone services including Direct Routing, Call Queues, Auto Attendants, Teams Rooms, and Survivable Branch Appliances.
• Support telephony infrastructure upgrades, migrations, and cloud transformation initiatives.

• Design, configure, and support complex call routing solutions across global business operations.
• Manage dial plans, number management, routing policies, failover scenarios, and voice resilience strategies.
• Support integrations between enterprise telephony platforms and contact centre technologies.
• Work with business stakeholders to ensure call flows, customer routing journeys, and operational requirements are effectively delivered.
• Support and optimise contact centre solutions, including queue management, routing logic, reporting, and integration with collaboration platforms.
• Act as a subject matter expert for voice architecture and customer communication technologies.

• Administer and maintain Session Border Controllers including Ribbon, Audio Codes, or equivalent platforms.
• Ensure secure voice routing, certificate management, policy enforcement, and service continuity.
• Act as the primary technical contact for AT&T, DXC, AWS, telecommunications carriers, and managed service providers.
• Manage escalations, service reviews, provisioning requests, and supplier performance activities.

• Provide third-line support for complex voice incidents and operational issues.
• Perform root cause analysis on call quality problems, outages, routing failures, and service disruptions.
• Monitor telephony health, call analytics, voice quality metrics, and service performance dashboards.
• Drive continuous improvement activities to enhance service availability and user experience.

• Ensure telephony services comply with corporate security standards and industry best practices.
• Support SIP security, voice encryption, SBC hardening, fraud prevention, and…