Senior Voice Engineer – Cloud UC & Escalations

BT Group; Sheffield; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

10% on target annual bonus

Online private GP 24/7 for you and the

Pension scheme – 5% from you and 10%

Job summary

BT Group is seeking a 3rd Line Voice Engineering Specialist to be a technical voice expert within its evolving cloud-based portfolio. You will act as a senior escalation point for enterprise voice issues across multiple locations, supporting SMEs to large organisations and helping to deliver reliable, high-quality services.

The role requires eligibility for and maintenance of SC UK Government Security Clearance, with a 1 in 2 on-call rota.

Qualifications

• Experience supporting enterprise voice technologies such as SIP, Mitel MiCloud, Audiocodes, or related unified communications platforms.
• Ability to resolve complex technical issues and provide senior-level escalation support.
• Experience driving service improvement through data analysis and problem-solving initiatives.

Responsibilities

• Act as the highest level of technical escalation for complex voice services, providing expert support to internal teams, customers, senior stakeholders and vendors to drive rapid issue resolution.
• Lead technical knowledge, accreditation and product improvement activities, including vendor certifications, product testing, documentation creation and knowledge sharing across the wider business.
• Support business-critical service delivery through coaching, training and on-call support, helping to improve operational performance, reduce escalations and increase first-time resolution rates.
• Own complex case management, including technical investigations, root cause analysis and stakeholder communications for high-priority incidents and service issues.
• Deliver against operational KPIs and continuous improvement objectives, ensuring high-quality support, service reliability and an exceptional customer experience.

Skills

SIP

Mitel MiCloud

Audiocodes

Unified communications

Data analysis

Problem-solving

Continuous improvement

Tools

CCNA

IP Office

Job description

BT Group is seeking a 3rd Line Voice Engineering Specialist to be a technical voice expert within its evolving cloud-based portfolio. You will act as a senior escalation point for enterprise voice issues across multiple locations, supporting SMEs to large organisations and helping to deliver reliable, high-quality services.

The role requires eligibility for and maintenance of SC UK Government Security Clearance, with a 1 in 2 on-call rota.