Unified Connectivity Engineer (L3)

About the role

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.

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
• Experience & Knowledge
• 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 ITSMtools
• 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)

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