Senior Unified Communications Expert
The role of Senior Unified Communications Expert involves leading and supporting the design, deployment, and lifecycle management of communication systems. This includes ensuring high availability, resilience, and compliance for mission-critical services, dispatch telephony, corporate voice infrastructure, and integrated communications platforms.
1. System Ownership: Manage Unified Communications Manager (UCM), Unity Connection, IM&P, Expressway, and BT Command / IPTrade
2. Proactive user support: Participate in incident resolution and onsite troubleshooting, providing L2/L3 operational support, incident management, Root Cause Analysis;
3. 24/7 Support: Provide operational support for dispatch systems and corporate UC infrastructure, including out-of-hours service-affecting interventions;
4. Security & Compliance: Ensure systems are patched against known vulnerabilities and aligned with Cybersecurity Policies and Telecoms Security Services project requirements;
5. Vendor Coordination: Liaise with support partners for escalations, upgrades, and service continuity, ensuring SLA aligned resolution of incidents and faults, periodic service reviews and contract renewals;
6. System Monitoring: Configure SNMP alarms and integrate with Network Telecoms NMS systems for proactive fault detection;
7. Call Management: Oversee call routing, recording, messaging, and reporting features using RedBox, Mida eFramework, Ringmaster and other tools;
8. Documentation & Change Control: Maintain system diagrams, change logs, and operational manuals. Participate in change management meetings and incident reviews;
9. Testing & Lab Environments: Manage test environments for BT Command and Corporate UC infrastructure, including BT Command RefNet, Expressway and IPT clusters to validate changes before production rollout;