Global Voice Operations Engineer L3 - CUCM & SIP Expert

Hamilton Barnes Associates Limited; Scotland; On-site; GBP 65,000 - 83,000; Full time

Job summary

Hamilton Barnes Associates Limited is seeking an experienced Level 3 Voice Operations Engineer to support a global enterprise voice environment from Glasgow. The role combines BAU support with project delivery, handling upgrades and lifecycle initiatives to ensure a stable, high-performing voice platform.

You will troubleshoot complex voice issues, manage incidents and changes in line with ITIL, and collaborate with global operations teams to deliver documentation and knowledge sharing across

Qualifications

• Minimum five years' experience supporting enterprise voice and data environments.
• Strong CUCM 12.x+ and Cisco IP Phones, Jabber expertise.
• Knowledge of SIP, MGCP, ISDN, and call routing.
• Experience with Avaya System Manager and Session Manager.
• ITIL processes: Incident, Problem, Change.
• CCNP Collaboration knowledge (certification not essential).
• CCNP knowledge or higher is a plus.

Responsibilities

• Provide Level 3 support for enterprise voice infrastructure and services.
• Troubleshoot, analyse and resolve complex voice-related incidents.
• Support voice operations projects, upgrades and lifecycle management.
• Work closely with global operations and engineering teams.
• Support end users and back-end voice infrastructure through to carrier connectivity.
• Produce technical documentation and handover documents.
• Manage incidents, problems and changes per ITIL best practices.
• Update and manage tickets within ServiceNow.
• Communicate with stakeholders during projects and major incidents.
• Participate in planned weekend work when required.

Skills

CUCM 12.x+

Cisco IP Phones

Cisco Jabber

Voice technologies SIP/MGCP/ISDN

Avaya System Manager

5+ years enterprise voice

ITIL processes

CCNP Collaboration

UCCX

IPC Private Wire

IPC Unigy Trading System

NICE Voice Recording

Job description

Hamilton Barnes Associates Limited is seeking an experienced Level 3 Voice Operations Engineer to support a global enterprise voice environment from Glasgow. The role combines BAU support with project delivery, handling upgrades and lifecycle initiatives to ensure a stable, high-performing voice platform.

You will troubleshoot complex voice issues, manage incidents and changes in line with ITIL, and collaborate with global operations teams to deliver documentation and knowledge sharing across