The Unified Communications (UC) Engineer sits within our specialized global Unified Communications team of five engineers, which forms part of the wider Technology Services & Solutions (TS&S) department. TS&S is the company's dedicated technology organization that drives innovation across our global operations, delivering cutting-edge solutions in AI, cloud infrastructure, and unified communications that directly support our mission as a leading international business connecting specialists worldwide. In this role, you'll manage and optimize integrated communication systems across the company's worldwide operations, focusing on our Middle Eastern regional infrastructure. You will work strategically with global managed service providers for Teams Telephony, Genesys PureCloud, and Teams Meeting Rooms, ensuring these critical systems deliver reliable performance and optimal support for our colleagues and customers globally.
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What you’ll do
Technical Engineering
- Work as part of a global UC team in conjunction with Managed Service Providers to administer and support Key UC Technologies:
- Microsoft Teams Phone System, Operator Connect Cloud, Direct Routing
- Genesys PureCloud
- Microsoft Teams Rooms
- ASC Recording Insights & Tiger Prism Call Analytics
- Be the technical lead on projects, capturing business requirements through to implementation, which may involve new office builds or migrating large groups onto our Teams Telephony and Genesys PureCloud platforms.
- Maintain global configuration policies and standards, including voice routing, dial plans & emergency calling policies.
- Monitor and identify capacity and performance issues to ensure uninterrupted operations.
- Troubleshoot voice quality issues and implement solutions to optimize call quality.
- Manage telephone number porting processes across multiple carriers and countries.
- Design and configure call flows, auto-attendants, call queues & voicemail.
- Create and maintain technical documentation, architecture diagrams, and guides.
- Ensure our UC technologies remain secure, compliant, and resilient, in accordance with Information Security and Data Privacy standards.
What you’ll need
- In-depth knowledge and experience in at least three of our key UC technology areas, including Microsoft Teams Phone, Genesys PureCloud, and VoIP protocols.
- Strong analytical and troubleshooting skills, particularly in voice quality and connectivity issues.
- Excellent communication skills to interact with technical teams, vendors, and end-users.
- Proven experience as a technical lead on projects, managing stakeholder expectations and providing clear updates.
- Ability to travel internationally and work effectively across different cultures.
Work Conditions
We believe that great things happen when people connect face-to-face. That's why we work in-person with each other or with customers and partners three days a week or more. You also get the flexibility and support to work from home or remotely when it's not necessary to be in the office.
Benefits
- 25 days of annual leave plus a birthday leave day
- Comprehensive company-funded private medical insurance
- Career development opportunities with training and mentoring platforms
- Recognition for great work with global awards programs.
