Senior Telephone Infrastructure Engineer - Unified Communications (UC)
Company: TfL, GLA or OPDC
Location: North Greenwich, London/Hybrid.
Salary: £62,000 - £68,000 plus fantastic Benefits
Permanent role
Advert closes: Sunday 10th May
This role is not eligible for UK Sponsorship
About Us:
UC is part of the End User Computing function. We support more than 30,000 communication endpoints across the TfL network and head office locations and manage seventeen telephone exchanges. Our team delivers services to back office users, Control Centres, and Contact Centres, supporting a wide range of technologies including touchscreen systems, fixed telephony handsets, voice recording solutions, call management platforms, and Microsoft Teams (Direct Routing and Operator Connect).
About the Role:
This is a technical specialist role delivering technologies such as VOIP and SIP Telephony. UC delivers technical expertise to aid the implementation, maintenance, and support of core technology along with providing technical guidance to junior team members. You should have demonstrable knowledge of being a technical SME, leading technical teams, working within governance controls, and knowledge of both supporting operational/business services and delivering technical solutions.
Job Responsibilities
* Providing technical expertise to control and contact centres, including the design and configuration of IVR and ACD systems.
* Assuring the quality and accuracy of technical solutions by reviewing and approving all technical design documents.
* Providing specialist technical expertise as the lead Subject Matter Expert (SME) on key projects, ensuring high quality design, implementation, and delivery.
* Management of ancillary services including air conditioning, fire alarms and door access control.
* Proactively carrying out improvements to assist TfL in maintaining up to date, stable and secure technologies.
* Collaborate with Management to ensure supplier’s adherence to SLAs, working with vendors to minimise service disruption by adhering to TfL governance for change, release, and security.
* Provide technical leadership displaying role model behaviours to junior members of the team aspiring to develop.
* Deliver technical support to restore service when technology components fail.
* Acting as the organisation’s telephony SME, providing guidance and support across all voice and communication technologies.
Skills, Knowledge, and Experience
* Excellent understanding of either Mitel MD110 & MXOne or Avaya Aura.
* Good understanding of telephony systems, VoIP, and SIP protocols.
* Good understanding of Avaya CMS, ACRA, Avaya OneX.
* Good understanding of Audio Codes SBCs, Mitel Provisioning Manager.
* Strong understanding of structured cabling, patching standards, and fundamental electrical installation practice.
* Excellent organisational skills.
* Strong ability to produce clear, accurate, and well maintained technical documentation.
* Knowledge of Teams Direct Routing and/or Operator Connect.
* Knowledge of Smartcall voice recording.
* Knowledge of Zetron touchscreen.
* Knowledge of ITIL and its practical implementation in large organisations.
* Experience of working in teams delivering support in an enterprise environment of 20k plus users.
* Implemented updated versions of technology in line with approved designs.
* Positively contribute to Scrums, and other meetings. Provide technical advice to management team, relating technical terms to non-technical people with ease.
Excellent Benefits include:
* Final salary pension scheme
* Free travel for you on the TfL network
* Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
* 30 days annual leave plus public and bank holidays
* TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
* Tax-efficient cycle-to-work programme
* Retail, health, leisure and travel offers
* Discounted Eurostar travel
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
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