Senior Unified Communications Engineer

About the Role

Senior Unified Communications Engineer

Key Responsibilities

• Deliver technical support for voice solutions, including Mitel MiVoice Business, Microsoft Teams (Direct Routing, AnywhereNow), AudioCodes Mediant SBCs, SIP trunking, and 3CX (both on-premise and cloud)
• Identify recurring issues and lead automation and process improvement efforts.
• Meet SLAs for incident resolution and service request fulfillment while managing a diverse technical workload.
• Collaborate with vendors for escalation when needed and proactively enhance customer satisfaction Mentor junior engineers and promote continuous improvement across the UC support ecosystem

Skills and Experience Required

• Proven experience supporting UC environments, including contact centers, voicemail servers, and softphone/UC deployments
• Strong foundation in networking fundamentals like routing, switching, firewalls, and QoS
• Proficient with voice/network protocols, e.g., SIP, RTP/RTCP, DHCP, DNS
• Excellent troubleshooting skills and effective communication — both written and verbal
• Good time management, organizational abilities, and ability to handle multiple concurrent issues
• Understanding of ITIL best practices; experience with ServiceNow or similar ITSM platforms is preferred

Preferred Qualifications

• ITIL Foundation certification or higher
• Vendor certifications related to Mitel, AudioCodes, Microsoft Teams, or 3CX
• Networking certifications such as CCNA or CompTIA Network+

What You’ll Get

• Be part of a professional UC team with hands-on problem-solving opportunities and customer-facing impact
• Opportunities for career growth, process innovation, and technical certifications
• Comprehensive benefits including annual and performance bonuses, PF, ESIC, medical insurance, night allowances, pick-and-drop (for female staff), team outings, maternity/paternity leave, tour packages, flexible schedules, on-site snacks, and salary reviews tied to appraisal cycles

jobs@rvsiglobal.co.uk.