Network Engineer UCC

The Network Engineer - L3 (UCC) provides advanced operational support, configuration management, and performance optimisation across unified communications platforms for financial services clients.

This is a hands-on, client-facing role focused on resolving complex incidents, executing controlled changes, and maintaining high-performing, secure UCC environments. You will play a key role in improving service quality, ensuring compliance, and supporting continuous service improvement in a regulated environment.

Key Responsibilities

• Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologies

• Execute standard and complex UCC changes in line with governance and compliance requirements

• Maintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoints

• Monitor and optimise service performance using CQD, analytics, and incident trends

• Administer UCC platforms including Teams, Exchange Online integration, and collaboration tools

• Collaborate with Network, EUC, vendors, and service teams to resolve dependencies

• Support major incident management and escalations across UCC services

• Drive continuous service improvement and reduce recurring issues

• Maintain accurate documentation to support compliance and audit requirements

• Mentor L1/L2 engineers and improve escalation quality and knowledge sharing

• Ensure all activities align with financial services regulatory frameworks

• Provide input into service reporting, governance packs, and post-implementation reviews

Essential:

• Strong experience in UCC / unified communications support and operations

• Experience supporting Microsoft Teams (including voice and collaboration)

• Understanding of VoIP, SIP, call flows, and QoS dependencies

• Experience with Direct Routing or Operator Connect environments

• Strong troubleshooting skills across endpoints, networks, and user experience

• Experience with ITIL processes (incident, change, problem management)

• Familiarity with ServiceNow or similar ITSM tools

• Strong communication skills in customer-facing environments

Desirable:

• Microsoft 365 or Teams certification (e.g. MS-700)

• Experience within managed services environments

• Exposure to Zoom, Webex, or multi-platform UC environments

• Knowledge of compliant communications / call recording solutions

• Basic scripting/automation (PowerShell)