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# 3rd Line Voice Engineering Specialist

- **Company:** BT Group
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Data Analysis, VoIP, Microsoft Office
- **Published:** October 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=af90459d8c380229

## About the Role

* Strong technical aptitude, with proven experience supporting and troubleshooting enterprise voice technologies such as SIP, Mitel MiCloud, Audiocodes, or related unified communications platforms, with the ability to resolve complex technical issues and provide senior-level escalation support.
 * Experience driving service improvement and operational efficiencies through data analysis, problem-solving and continuous improvement initiatives that enhance product performance and customer experience.
 * Experience working directly with vendors, product teams and technical stakeholders to influence product development, resolve complex issues and support service enhancement activities.

Desirable Skills / Experience

 * Industry-recognised certifications in relevant technologies, such as Mitel MiCloud, SIP, IP Office, Audiocodes, CCNA, or equivalent voice and networking accreditations.

## Description

As a 3rd Line Voice Engineering Specialist, you'll become a technical voice specialist at the heart of BT's evolving communications portfolio, supporting customers ranging from SMEs to major corporate organisations. As BT continues its transformation from legacy voice platforms to cloud-based technologies, you'll have the opportunity to develop industry-recognised vendor certifications and deepen your expertise across a broad product set. Working as a senior escalation point, you'll help resolve complex customer issues, support and coach operational teams, and play a key role in delivering reliable, high-quality services to our customers.

The successful candidate must be eligible for, and able to obtain and maintain, SC UK Government Security Clearance.

What you'll be doing

 * Act as the highest level of technical escalation for complex voice services, providing expert support to internal teams, customers, senior stakeholders and vendors to drive rapid issue resolution.
 * Lead technical knowledge, accreditation and product improvement activities, including vendor certifications, product testing, documentation creation and knowledge sharing across the wider business.
 * Support business-critical service delivery through coaching, training and on-call support, helping to improve operational performance, reduce escalations and increase first-time resolution rates.
 * Own complex case management, including technical investigations, root cause analysis and stakeholder communications for high-priority incidents and service issues.
 * Deliver against operational KPIs and continuous improvement objectives, ensuring high-quality support, service reliability and an exceptional customer experience.