Unified Communications Engineer

Nexon Asia Pacific; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Nexon Asia Pacific is seeking an Operational Engineer to keep Unified Communications as a Service (UCaaS) platforms running smoothly from our Brisbane offices. You will work within the Communications Operations team to manage SIP, carrier aggregation and related UC platforms, and collaborate with cross-functional peers across our national footprint.

You will handle BAU demand, vendor relationships, and escalations, delivering timely resolutions and documentation.

Qualifications

• Experience with NEC/Avaya/Alcatel/Mitel/Samsung/Cisco telephony equipment.
• TCP/IP networking and QoS for SIP.
• Experience programming systems to customer requirements.
• Understanding of the service provider operating model.

Responsibilities

• Monitor support ticket queues and resolve incidents, problems and service requests within SLA.
• Install system hardware, including physical servers and gateways.
• Maintain system operational status, including patching and testing.
• Monitor and troubleshoot system performance, liaising with third-party providers as needed.
• Escalate to vendor L3 engineers where required.
• Deliver high standard of customer service to keep client services running.
• Create help sheets and knowledge base articles for internal teams and end users.
• Travel to customer sites for maintenance and installation work.
• Join Communications team's after-hours on-call roster, coordinating responses to system alerts and customer escalations.
• Complete tasks assigned by your Manager and Project Team.

Skills

TCP/IP networking

SIP QoS

System programming

Service provider operating model

Tools

NEC

Avaya

Alcatel

Mitel

Samsung

Cisco

Job description

Nexon's Unified Communications as a Service (UCaaS) offering is growing fast. We bring together telephony, video conferencing, contact centre and related services, integrated with our customers' business processes. We deliver telephony both as traditional on-premise systems and as a cloud service, so customers can adopt unified communications on their terms.

As an Operational Engineer, you'll keep these services running smoothly for our customers. You'll join our Communications Operations team, which also manages SIP communications, carrier aggregation and related UC platforms. You'll work alongside multi-disciplined peers across our offices nationally, with a clear path for career growth.

You’ll work closely with the team to manage BAU demand and build strong relationships with vendors and internal sub-teams to keep solutions performing. You’ll also help manage escalations to third-party vendors and providers, along with follow‑up and product planning.

What you’ll do

• Monitor support ticket queues and resolve incidents, problems and service requests within SLA
• Install system hardware, including physical servers and gateways
• Maintain system operational status, including ongoing patching and testing
• Monitor and troubleshoot system performance, liaising with third‑party providers as needed
• Escalate to vendor L3 engineers where required
• Deliver a high standard of customer service to keep client services running
• Create help sheets and knowledge base articles for internal teams and end users
• Travel to customer sites for maintenance and installation work
• Join the Communications team's after‑hours on‑call roster, coordinating responses to system alerts and customer escalations
• Complete tasks assigned by your Manager and Project Team to agreed standards, flagging issues promptly

What you’ll bring

• Experience with one or more of: NEC, Avaya, Alcatel, Mitel, Samsung, Panasonic or Cisco
• TCP/IP networking skills, including QoS requirements for SIP telephony
• Demonstrated experience programming systems to customer requirements
• An understanding of the service provider operating model