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Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for an experienced Unified Communications Engineer.

In this role the Unified Communications Engineer will be repsonsible for supporting and implementing solutions based around communication, collaboration systems, predominantly Mitel, Session Border Controllers, Cloud Voice, Connect for Teams and Operator Connect.

Key duties:

• Apply technical knowledge in collaboration with the professional services consultants to advise clients on accurate governance to ensure stability, and to enable them to evolve their environments to support changing business requirements
• Reporting to the Application Support Manager, the role is to be part of the Professional Services and B2B Operations engineering team and includes responsibility for providing implementation, support and design assistance for enterprise client projects
• You will be closely aligned with the Professional Services Consultants to deliver an end-to-end service for customers
• Provide subject matter expertise on technical solutions, and act as a technical point of contact for implementation projects and in-life service delivery
• You will be responsible for identifying, developing and assisting with the implementation of services to drive new revenue and achieve targets within the enterprise market
• You will be implementing and supporting customers in their drive to adopt new technologies that enable a dynamic workforce through modern unified communications and technological solutions
• Communicate clearly to customers the service deliverables, delivery plan and ongoing progress
• Work with the teams to ensure customer satisfaction levels are exceeded
• Support all Unified Communication Services as part of an out of hours on call rota
• Ensure the service is delivered to agreed budget and the internal governance process is always adhered to
• Where clients are to be charged, ensure you are tracking your time diligently
• Ensure that Services / Projects are documented and delivered effectively
• Record and store customer meeting notes in relevant system
• Identify risk areas and communicate these to the team if necessary
• Document projects and file when completed within internal knowledge base
• Hand over all necessary documentation to the end customer
• Ensure all customers set up or Equipment is recorded in the appropriate (Service Now) Knowledge bases
• Update all customer tickets within the ticketing system (Service Now) at appropriate intervals, ensuring customers are kept informed with all development or progress
• Ensure all updates are clear and next actions outlined

The ideal candidate for the role of Unified Communications Engineer will have:

• 3 - 7 years' experience in a similar role
• Extensive product knowledge covering, Mitel, Ribbon and other industry standard solutions including SIP trunking
• Demonstrated ability to effectively communicate by phone, in person or in writing
• Experience of Microsoft voice products
• Experience of SIP messaging & protocols
• Shows initiative and acts independently to resolve problems
• Demonstrated high levels of accuracy with excellent time management and organizational skills
• Experience in customer relationship excellence with the confidence and presence to successfully discuss and advise customers
• Demonstrated ability to achieve successful outcomes in handling difficult situations and work with customers at all levels
• A sound and solid understanding of telecommunications and application delivery methodologies.
• A clear understanding and experience of working with SIP and VoIP systems
• A qualification in one or more of the following: SIP School Certified Associate (SSCA), Ribbon SBCE20 Edge Support & Implementation, Microsoft MS700 - Teams Administrator Associate, Microsoft AZ900 - Azure Fundamentals, Mitel Certified Associate - Communications (MiVoice Business), Mitel Certified Associate - Unified Communications and Collaboration
• Ability to inspire and engage others through clear, confident, and motivating communication
• An openness to learn, adapt, and take on new challenges or responsibilities
• Maintain composure and professionalism under pressure or when dealing with complex situations
• Act with honesty, reliability, and transparency to foster trust among colleagues, partners, and customers