Phone Engineer and Support

Everience Benelux; Plymouth; On-site; GBP 35,000 - 50,000; Full time

Job summary

A telecommunications solutions provider based in the United Kingdom is seeking an In-Service Support engineer to oversee activities related to telephony systems. The role involves ensuring operational stability, providing second-level support, and managing the migration to Microsoft Teams Telephony. Ideal candidates will possess engineering expertise, project management skills, and experience in a multi-site environment. This position requires regular travel across countries and a commitment to service continuity.

Qualifications

• Experience in installing, troubleshooting, and operating communication technologies.
• Successful migration of a Cisco telephony environment to Microsoft Teams.
• Multi-site and multi-country experience in telephony.

Responsibilities

• Monitor all activities and requests related to telephony.
• Provide second-level support for system issues.
• Contribute to the strategy of telecom resources required.

Skills

Cisco CUCM

Microsoft Teams Telephony

VOIP

SIP

Genesys Cloud

Networking knowledge

Project management

Education

Engineering degree in Computer Science

Tools

Centreon

Cisco IOS Gateways

Job description

Domain Activity 1 – In‑Service Support (MCO)

Job Description

Domain Activity 1 – In‑Service Support (MCO)

Missions

• Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
• Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
• Implement technical solutions in compliance with business‑driven deadlines, as well as the company’s strategy and security policies.
• Provide second‑level support for system issues reported by the Service Desk (ticket management).
• Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
• Diagnose and resolve incidents using system administration and performance monitoring tools.
• Work in close collaboration with other technical and business teams.
• Maintain and update documentation for system policies, technical specifications, and operating procedures.
• Participate in the 24 / 7 out‑of‑hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
• Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).

Autonomy / Latitude

• Fully autonomous in managing daily tasks and tickets.

Domain Activity 2 – Continuous Improvement and Projects

Missions

• Contribute to the strategy and definition of telecom resources required by the company’s applications.
• Address technical debt by proposing and implementing innovative solutions.
• Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.

Deliverables

• Complete audit report : findings, improvement opportunities, and architecture diagrams.
• Plan for the decommissioning of copper lines.
• Technical specifications for the migration to Teams.
• Detailed migration schedule for all sites.
• Project budget estimate.
• Multi‑country perspective : international coordination, with all documentation and meetings conducted in English (French is a plus).

Autonomy / Latitude

• Shared autonomy with the manager, depending on the project scope.

Domain Activity 3 – Third‑Party Management and Contract Follow‑Up

Missions

• Monitor various contracts (SLAs, support agreements, renewals, and key dates).
• Build and maintain strong relationships with partners (telecom providers, maintenance vendors).
• Collaborate with the procurement team to assess and challenge current suppliers.

Autonomy / Latitude

• Autonomous in day‑to‑day operations.
• Shared responsibility with management and procurement for contract renewals and new agreements.

Qualifications

Desired Experience

• Successful migration of a Cisco telephony environment to Microsoft Teams.
• Multi‑site and multi‑country experience.
• SIP environment.
• Strong project management skills.

Required Profile

• Engineer with proven expertise in telephony (on‑premise and cloud environments).
• Engineering degree in Computer Science or equivalent.
• Experience in installing, troubleshooting, and operating communication technologies.
• Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints.
• Experience with monitoring tools (Centreon preferred).

Technical skills

• Microsoft Teams & Telephony
• Cisco CUCM & Jabber
• Cisco IOS Gateways
• VOIP
• Genesys Cloud Contact Center Solutions
• Call recording software
• Windows (Desktop & Server)

Networking / Administration

• Solid understanding of network protocols and security : IP, LAN / WAN, QoS, VLAN, DNS, DHCP, VPN configuration.
• Knowledge of standards and protocols : SIP, RTP, H.323.

Project & Team Management Skills

• Experience managing group‑wide projects (all sites, all vessels).
• Rigorous methodology : planning, reporting, risk management.

Additional Information

Travel

• Regular travel required across countries and company sites.

All our positions are open to people with disabilities