L3 Voice Operations Engineer | Glasgow | Hybrid

Role Overview

I'm currently supporting a leading global organization that is looking to hire an experienced Level 3 Voice Operations Engineer to join a major enterprise voice and collaboration team supporting critical global infrastructure.

This is a hands-on engineering role focused on Voice Operations Projects and working across the full voice estate from user endpoints through to carrier integrations. You'll be involved in project delivery, life cycle management, upgrades, troubleshooting and operational acceptance of new deployments within a large-scale enterprise environment.

Key Responsibilities

• Provide Level 3 support for global voice infrastructure and unified communications platforms.
• Deliver Voice Operations projects alongside ongoing operational support.
• Perform advanced troubleshooting, root cause analysis and remediation across enterprise voice environments.
• Support Cisco Unified Communications infrastructure from IP endpoints through to carrier connectivity.
• Collaborate with global engineering and operations teams to deliver infrastructure improvements and project work.
• Support system life cycle management, upgrades, maintenance windows and weekend implementations where required.
• Produce technical documentation and operational handover documentation for newly deployed solutions.
• Manage incidents, problems and changes through ServiceNow following ITIL best practice.
• Work closely with business stakeholders during projects, incidents and change activity.

Key Skills & Experience

• Strong experience supporting enterprise voice environments.
• Cisco Unified Communications Manager (CUCM 12.x+) including:
• IP Phones
• Cisco Jabber
• Cisco Jabber Mobile
• Strong knowledge of:
• SIP
• MGCP
• ISDN
• Session Management
• Call Routing
• Experience supporting Avaya System Manager and Session Manager.
• Approximately 5+ years supporting enterprise voice and data environments.
• CCNP Collaboration level knowledge (certification not essential).
• Experience working within ITIL environments covering Incident, Problem and Change Management.
• Experience producing operational and as-built technical documentation.
• Experience using ServiceNow.

Desirable Experience

• Cisco UCCX
• IPC Private Wires
• IPC Unigy Trading Systems
• NICE Voice Recording

Contract Details

• Duration: 9 Months
• Rate: £300 - £400
• Location: Glasgow (Minimum 2 days onsite)
• Start Date: ASAP