Job Title: Voice Engineer Unified Communications

Reports to: Head of Engineering

Purpose of Job

The primary responsibility of the Voice Engineer role is the design, implementation and subsequent support Solutions in the corporate markets.

Although the primary focus of the job will be based in the Design and Delivery Engineering Team, the engineer may occasionally also be required to provide presales and design as part of dynamic teams which may be established from time to time for specific projects. The engineer will be required to generate detailed technical documentation during the Design phase both HLD and LLD during the design and implementation phase of a project followed by production of “As Built” documentation of delivered infrastructure.

Principal Responsibilities

Engineering:

• Design, build and support of infrastructure based on existing portfolio (e.g. Cisco, Microsoft, Nortel,) and underpinned by a solid understanding of Unified Communications and Voice Systems
• Implementation, including the creation of comprehensive test plans, adherence to existing customer change control procedures and/or establishment of suitably secure/auditable procedures.

• The engineer will be responsible for design, implementation, administration of UC infrastructure and applications within multiple customer environments.
• Provision of support to service colleagues and customers in the event of an escalation.
• Assisting other Design and Delivery colleagues on Responses to customer bids.

• The duties will include but is not limited to:

• Implementation of Cisco, Nortel and related UC and Voice Solutions.
• Software updates (patches and upgrades),
• Messaging product design and implementation
• Report generation

Innovation

• Source, develop and maintain support tools to enhance the technical support function.
• Participate in product trials and communicate appropriate customer feedback to Product and or Project Management.

Presales

• Maintain knowledge of customers’ current system and service requirements and utilise where appropriate in designing customer solutions.
• Technical presentations to Customers where required as part of the presales process.

Leadership

• Participate in Supplier Accreditation programmes relevant to the position, including successful completion of exams.
• Remain current regarding market developments and trends.
• Impart knowledge to other members of the Group e.g. developing wider VoIP-related capability.

All other reasonable duties as assigned by the Team leader.

The Client’s IP Expert Team provides design, installation, and support services relating to IP infrastructure, primarily to the Enterprise and Government customer base. This infrastructure is mainly based on hardware/software from Cisco Systems. The IP Expert Team underpins Client’s status as a Cisco , Nortel and Microsoft Gold Partner .The Team will also implement solutions based on other leading suppliers including NICE, Verint /Witness, and Dacon and Data Pulse focussing mainly on Large enterprise networks and Contact Centres.

Balancing customer-focused and results-focused activities while ensuring that the Expert Team meets Client’s business needs will be paramount and will require innovative and unique solutions. The range of products and services required by customers will necessitate a breadth of understanding of the clients business.

An in-depth knowledge of IP communications and developments in the market is essential in order to ensure Client’s / Client’s can maximise potential opportunities and be fully conversant with customer expectations.

Industry accreditations required to validate the candidates credentials as an expert, and to contribute to the partner status which delivers market advantage, are listed under ‘5’ below.

• Knowledge and Experience/Personal Attributes

• Knowledge of the VoIP Switching and Security industry, and specific toolsets and products within the current and planned VoIP Portfolio of Client’s /Client’s, evidenced by industry accreditations e.g. Cisco Voice Accreditation, Nortel Support and Design Specialist, Microsoft Certified Systems Engineer (MCSE).
• Knowledge of Enterprise-class IP environments (evidenced by industry accreditation i.e. Cisco Certified Internetworking Expert, CCIE) and Enterprise-level customer expectations related to same is essential. This knowledge is preferably gained from a background (at least 4 years) in commercial professional services in a variety of Enterprise clients.
• Effective networking skills to lead and influence people, decisions and policies.
• Capable of working both independently and as part of a virtual team.
• Proven ability to develop good interpersonal working relationships.
• Strong oral and written communication skills.