Senior 3rd Line Voice Engineer – Cloud UC & Escalations

BT Group; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Annual bonus 10%

Private GP 24/7 for you and family

Carers leave up to 2 weeks

Maternity/Paternity/Adoption leave

BT product discounts

Pension scheme

Holiday purchase

Flexible working

Job summary

BT Group is seeking a 3rd Line Voice Engineering Specialist to be the technical escalation point for complex voice services, spanning SIP, Mitel MiCloud and Audiocodes. You’ll drive knowledge and product improvement with vendor certifications and support operational teams.

You will coach teams, support critical service delivery, and contribute to reliability and customer experience. Eligibility for SC UK Government Security Clearance is required.

Qualifications

• Proven experience supporting enterprise voice technologies (SIP/Mitel MiCloud/Audiocodes).
• Experience driving service improvement and operational efficiencies.
• Experience with vendors and product teams.

Responsibilities

• Act as highest level technical escalation for complex voice services.
• Lead knowledge, accreditation and product improvement activities.
• Coach and train operational teams and provide on-call support.
• Own complex case management and root cause analysis for high-priority incidents.
• Deliver against operational KPIs and ensure high-quality service.

Skills

SIP

Mitel MiCloud

Audiocodes

Vendor relationships

Data analysis

Tools

CCNA

IP Office

Job description

BT Group is seeking a 3rd Line Voice Engineering Specialist to be the technical escalation point for complex voice services, spanning SIP, Mitel MiCloud and Audiocodes. You’ll drive knowledge and product improvement with vendor certifications and support operational teams.

You will coach teams, support critical service delivery, and contribute to reliability and customer experience. Eligibility for SC UK Government Security Clearance is required.