Unified Communications Expert Role Overview
* The ideal candidate will spearhead and support the planning, deployment, and lifecycle management of Unified Communication systems ensuring high availability, resilience, and compliance for mission-critical services.
Key Responsibilities
* Manage Cisco Unified Communications Manager (CUCM), Unity Connection, IM&P, Expressway, and BT Command/IPTrade.
* Provide proactive user support, incident resolution, and onsite troubleshooting with L2/L3 operational support, incident management, and Root Cause Analysis.
* Ensure 24/7 support for dispatch systems and corporate UC infrastructure including out-of-hours service-affecting interventions.
* Monitor security and compliance ensuring systems are patched against known vulnerabilities and aligned with Cybersecurity Policies and Telecoms Security Services project requirements.
* Coordinate with vendors for escalations, upgrades, and service continuity ensuring SLA aligned resolution of incidents and faults.
* Configure SNMP alarms and integrate with Network Telecoms NMS systems for proactive fault detection.
* Oversee call routing, recording, messaging, and reporting features using RedBox, Mida eFramework, Ringmaster, and other tools.
* Maintain system diagrams, change logs, and operational manuals participating in change management meetings and incident reviews.
* Manage test environments for BT Command and Corporate UC infrastructure validating changes before production rollout.
Required Skills & Experience
* Proven expertise in Cisco UC platforms (CUCM, Unity, Expressway, IM&P, UCCX).
* Experience with IPCommand turret systems or similar and integration with Tetra Ireland NDRS is a plus.
* Strong understanding of UC and VoIP technologies and protocols including VoIP & TDM protocols, DMR Radio, Telcos SIP, SBC, QoS protocols.
* Hands-on experience with IP protocols and tools: VLAN, HSRP, DHCP, DNS, SNMP, E1, BGP, EIGRP, OSPF.
* ITIL practitioner backed by industry standard certifications or adequate proven experience.
* Excellent troubleshooting and root cause analysis skills.
* Ability to manage cross-functional teams and vendor relationships.
* Comfortable working in high-pressure, mission-critical environments.
* Strong organizational and time management skills.
* Excellent communication and writing skills.
Qualifications
* Bachelor's degree in Telecommunications, Computer Science, or related field.
* Cisco certifications (e.g., CCNP Collaboration, CCNA R&S) preferred.
* Minimum 5 years in UC operations, ideally in utility, trading, or emergency services sector.
Availability
* Must be available for scheduled maintenance outside business hours.
* Flexibility to respond to incidents affecting 24/7 operations.