Senior Unified Communications Engineer (ID: 4062)

As a Senior Unified Communications Engineer, you will:

• Configure, maintain and further develop Unified Communications and telephony platforms, including AudioCodes SBC and Microsoft Teams Phone.
• Manage complex UC and telephony changes, migrations and improvement initiatives within a cloud-based communication environment.
• Provide 3rd-line operational support for Microsoft and AudioCodes telephony components.
• Perform diagnostics, troubleshooting and resolution of complex telephony, voice and connectivity issues.
• Manage incidents and changes involving internal teams and external vendors or partners.
• Use TOPdesk for ticket logging, follow-up and technical documentation.
• Organize and facilitate technical workshops covering requirements definition, testing, UAT and validation.
• Coordinate verification and validation sessions for new functionalities and technical changes.
• Advise stakeholders and service teams on improvements, risks, optimizations and technical solutions.
• Collaborate with stakeholders on UC architecture, technical designs and implementation changes.
• Translate business and technical requirements into designs, Epics, Features and PBIs.
• Support Scrum meetings from both technical and organizational perspectives.
• Maintain accurate and up-to-date technical and functional UC documentation and designs.
• Take ownership of technical decisions while ensuring quality, stability and continuity of the UC environment.
• Support cloud-native UC integrations, including integrations within Microsoft Azure.

What You Bring to the Table:

• 6–8 years of professional experience in Unified Communications, telephony or a closely related technical domain.
• Strong hands-on experience with AudioCodes SBC administration and troubleshooting.
• ACA certification is required; ACP certification is an advantage.
• Strong experience with Microsoft Teams Phone.
• Hands-on knowledge of Teams Call Queues, Auto Attendants, Direct Routing and voice policies.
• Thorough knowledge of SIP, PSTN and telephony connectivity.
• Experience working with Microsoft Azure in cloud-based communication environments.
• Experience with enterprise UC and telephony platforms and complex technical changes or migrations.
• Familiarity with ITIL processes and service management practices.
• Experience with DORA compliance.
• Experience with incident, problem, change and configuration management (IPCC).
• Strong analytical and troubleshooting skills.
• Experience providing senior-level or 3rd-line technical support.

You should possess the ability to:

• Analyse and resolve complex UC, voice, telephony and connectivity issues.
• Independently manage technical changes, migrations and improvement initiatives.
• Take ownership of technical decisions and provide practical recommendations to stakeholders.
• Organize and lead technical workshops, test sessions and UAT activities.
• Translate stakeholder requirements into technical designs and actionable Epics, Features and PBIs.
• Work effectively with external vendors and partners during incidents and technical changes.
• Apply structured troubleshooting and analytical methods to complex technical problems.
• Maintain clear and accurate technical and functional documentation.
• Collaborate effectively with architecture, engineering, service and business stakeholders.
• Support Agile/Scrum ceremonies and contribute both technically and organizationally.
• Balance project-based development activities with 3rd-line operational support responsibilities.
• Ensure controlled, stable and robust implementation of new UC functionalities.
• Communicate clearly with technical and non-technical stakeholders.

What we bring to the table:

• Opportunity to work on a challenging Unified Communications and telephony transformation project.
• A hands-on senior role with responsibility for complex UC and telephony platforms.
• Exposure to modern communication technologies including AudioCodes SBC, Microsoft Teams Phone and Microsoft Azure.
• Project work involving large-scale changes, migrations and platform improvement initiatives.
• Opportunity to contribute to architecture, design, testing, validation and production support.
• Working environment involving cross-functional stakeholders, service teams and external technology partners.