Voice, Unified Comms Operations Engineer (Contract)

Role Overview

We are seeking a Voice / Unified Communications Operations Engineer to support a global, cross-functional, multi-platform real-time communications and collaboration environment. The role will be responsible for supporting, monitoring, and troubleshooting voice and communications applications within a production environment. The successful candidate will support enterprise voice platforms interconnected through the organisation's SBC transport infrastructure, including enterprise telephony, contact centre platforms, Microsoft Teams, and external telecommunications carriers. The role will also provide operational oversight and guidance to managed service vendors supporting break/fix activities across SIP voice transport, Ribbon SBCs, and associated infrastructure.

Key Responsibilities

• Triage application and infrastructure alerts and take appropriate action to restore service.
• Investigate and troubleshoot production incidents across voice and unified communications platforms.
• Work with vendors and managed service providers to support incident restoration and resolution.
• Coordinate with component support teams, including database, voice/data network, server, storage, and other infrastructure teams, to remediate issues.
• Participate in Problem Management activities, including root cause analysis.
• Perform daily health checks and other operational housekeeping activities across communications systems and infrastructure.
• Support the development and maintenance of operational documentation, including playbooks, user guides, and troubleshooting guides.
• Work with architecture, engineering, and product management teams to monitor call quality and infrastructure health.
• Monitor platform capacity, availability, and performance.
• Perform post-implementation validation following production changes.
• Provide operational oversight and governance for managed service vendors supporting SIP voice transport and related break/fix activities.
• Clearly communicate incidents, service impact, escalation status, and resolution progress to affected users, technical teams, and leadership.

Job Requirements

• 3-5 years of experience supporting IP Telephony, Voice, Unified Communications, streaming, or peer-to-peer communications platforms in a production environment.
• Strong experience with incident management, ticketing, troubleshooting, escalation, and end-user support.
• Hands-on experience with SIP transport, including pulling call logs and reviewing SIP ladders to troubleshoot call setup and connectivity issues.
• Experience with Session Border Controllers (SBCs), including SBC configuration, SIP trunking, and carrier interconnects.
• Experience supporting or troubleshooting Ribbon SBC, Avaya, Cisco Voice, Cisco TelePresence, NICE Regulated Recording, and/or Microsoft Teams.
• Good understanding of enterprise voice and video products and technologies.
• Familiarity with audio and video applications interacting with cloud-based services.
• Understanding of video conferencing platforms, components, and telemetry data.
• Knowledge and experience with WebRTC-based applications.
• Good understanding of voice and video quality metrics, including latency, jitter, packet loss, MOS, bandwidth, frame rate, and bit rate.
• Understanding of streaming protocols and voice/video QoS concepts.
• Good understanding of complex enterprise infrastructure environments, including servers, networks, firewalls, and applications.
• Knowledge of headset and camera technologies, including peripherals, drivers, firmware, and associated features.
• Familiarity with troubleshooting tools such as Splunk, PowerShell, ProcMon, Fiddler, Remedy, Jira, and related diagnostic tools.
• Understanding of optimisation technologies such as hardware acceleration and virtual machine client plug-ins.
• Ability to investigate application crash dumps and support root cause analysis.
• Proficiency with Microsoft Office tools for data analysis, reporting, and documentation.
• Strong written and verbal communication skills, with the ability to clearly articulate technical issues and business impact.
• Bachelor's degree in Engineering, Computer Science, or a related discipline.

Argyll Scott Asia is acting as an Employment Business in relation to this vacancy.