Professional Services Engineer - Unified Communications

• Deliver excellent customer service by clearly communicating service plans, progress updates, and engaging professionally at all times.
• Ensure customer satisfaction exceeds expectations by collaborating effectively with internal teams.
• Support services operationally, including participation in the out-of-hours on-call rota.
• Manage financial accountability by delivering services within agreed budgets, adhering to governance processes, and accurately tracking chargeable time.
• Maintain accurate documentation and records, including project documentation, meeting notes, customer setups, and knowledge base updates.
• Keep ticketing systems updated with clear progress notes, next actions, and regular customer communication.
• Identify and communicate risks to relevant stakeholders and ensure appropriate mitigation where required.
• Support security strategy implementation, including reviewing assets, investigating alerts, responding to incidents, and assisting with vulnerability management.
• Ensure full regulatory and policy compliance, including data protection, licensing requirements, health & safety, and information security policies.
• Commit to continuous professional development by undertaking relevant training, certifications, and security awareness programmes.

• A sound and solid understanding of telecommunications and application delivery methodologies.
• A clear understanding and experience of working with SIP and VoIP systems
• A qualification in one or more of the following:

1. SIP School Certified Associate (SSCA)
2. Ribbon SBCE20 Edge Support & Implementation
3. Microsoft MS700 - Teams Administrator Associate
4. Microsoft AZ900 - Azure Fundamentals
5. Mitel Certified Associate - Communications (MiVoice Business)
6. Mitel Certified Associate - Unified Communications and Collaboration

• Demonstrates the ability to inspire and engage others through clear, confident, and motivating communication.
• Shows openness to learn, adapt, and take on new challenges or responsibilities.
• Maintains composure and professionalism under pressure or when dealing with complex situations.
• Acts with honesty, reliability, and transparency to foster trust among colleagues, partners, and customers.

• Ideal candidate would possess 3-7 years' experience in a similar role.
• Extensive product knowledge covering, Mitel, Ribbon and other industry standard solutions including SIP trunking
• Demonstrated ability to effectively communicate by phone, in person or in writing
• Experience of Microsoft voice products
• Experience of SIP messaging & protocols
• Shows initiative and acts independently to resolve problems
• Demonstrated high levels of accuracy with excellent time management and organizational skills
• Experience in customer relationship excellence with the confidence and presence to successfully discuss and advise customers
• Demonstrated ability to achieve successful outcomes in handling difficult situations and work with customers at all levels

Your specialist: Debbie Amankwa

Quote job ref: 16381

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.

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