Service Engineer

Unified Communications ArchitectMostly remote but requires occasional on-site work to participate in workshops and whiteboard/planning sessions.Responsible for determining current and future telephony and unified communications needs. The candidate will oversee and actively drive the development of the architecture and design of the IP Telephony Service, Call Center, and Mobile communication, Call Recording, other unified communications elements and support their implementation. Requires a bachelor's degree with at least 10 years of practical experience. Familiar with operational concepts, practices, and procedures so that architected solutions can be operated and maintained effectively. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to top management.Position Responsibilities (including but not limited to):Ownership for establishing the governance model to ensure the above requirements are complied with and any residual risks are accepted and recorded. To run service design reviews on key programs and influence the development of the system.In-depth knowledge and working experience in the development of Unified Communications roadmaps including: IPT, contact center, voicemail, call recording, Jabber, and Skype.Leading on the delivery and business change of developed roadmaps.The development of hardware and software patterns. The socialization of these patterns to all Suppliers delivering the services and the Solution Architects that are delivering all services.Collaboration with the Solution delivery organizations to build understanding and awareness of operability requirements and to help shape thinking around emerging delivery methodologies to ensure the service design principles are not compromised.Responsible for specification, gaining agreement and application of service standards.Engages with technical design and project managers, to ensure understanding of service acceptance criteria and agree processes for testing that criteria are met.Examines evidence, and evaluates the quality of project outputs against the agreed acceptance criteria, to ensure correct products are produced, on schedule and fit for purpose.Develops own ideas, or the ideas of others, making all the necessary observations and tests and carrying them through to a full practical demonstration, wherever viable and feasible. Where necessary, designs data collection tools and techniques for both qualitative and quantitative data.Identifies and responds to the key business drivers and those areas of business need which are not adequately supported by current and planned IT, within the strategic planning time frame. Develops the strategic response to the business requirement, and produces business cases for recommended new applications of information and communications technologies.Reviews new business proposals and provides specialist advice on information management, including advice on and promotion of collaborative working and assessment and management of information-related risk.Evaluates major options for providing IT services effectively and efficiently and recommends solutions. Develops and presents business cases for high-level initiatives to executive management for approval, funding, and prioritization.Develops models and plans for the implementation of the strategy, taking advantage of opportunities to improve business performance.Conducts post implementation reviews of information and communications technology applications and products introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realized.Ensures that those within reporting line are appropriately developed, motivated, empowered and that they deliver appropriate results.Knowledge & Experience Required:Educated to degree level in a relevant discipline or an equivalent combination of education, training, and experience.Substantial experience in Service Architect / Service Strategist disciplines in a complex multi-vendor environment.Microsoft UC and/or Cisco CCNA/CCNP Collaboration certification is desirable.TDM/PBX (legacy), PSTN technologiesIP Telephony Operations and EngineeringContact Center Operations and EngineeringVideo/Audio Conferencing Operations and EngineeringMS Teams Voice Infrastructure Services Implementation and OperationsCloud based PBX Implementation and OperationsHas thorough knowledge of unified communications infrastructure and cloud services.End to End Service AssuranceThe role is technical in nature. The candidate must be well versed in IPT and UC technologies such as Cisco Communications Manager, Jabber, Office 365, Skype for Business, other cloud based PBX vendors, SBC – Session Border Controller, and carrier services, as they relate to systems being developed and delivered but equally in the design and delivery of infrastructure roadmaps.