Professional Services Engineer, Unified Communications

Our client is seeking a Professional Services Engineer to support and implement solutions centred around communication and collaboration systems, predominantly Mitel, Session Border Controllers. The successful candidate will work with a dedicated team of customer-focused professionals committed to delivering outstanding solutions and an exceptional in-life customer experience. This full-time role comprises 37.5 hours per week and reports to the Application Support Manager.

Job Duties:

• Support the drive for digital transformation within customer organisations.
• Implement and support customers in adopting new technologies that facilitate a dynamic workforce through modern unified communications solutions.
• Communicate service deliverables, delivery plans, and ongoing progress clearly to customers.
• Collaborate with teams to exceed customer satisfaction levels.
• Maintain a professional demeanour while engaging customers courteously.
• Participate in an on-call rota for Unified Communication Services.
• Ensure services are delivered within agreed budgets and adhere to internal governance processes.
• Monitor and track time diligently for billable clients.
• Document and deliver services/projects effectively.
• Record and store meeting notes in the relevant systems (IT Glue/Network Glue or Service Now).
• Identify and communicate risk areas to the team as necessary.
• Document completed projects and file them within the internal knowledge base.
• Handover all necessary documentation to the end customer.
• Ensure equipment setup or customer details are recorded in appropriate knowledge bases.
• Update customer tickets within the ticketing system (Service Now) at appropriate intervals to keep customers informed of progress.
• Request training as needed to assist in the position, with access to professional development and manufacturer training.
• Understand and comply with all relevant regulatory rules and data protection laws.
• Adhere to Health and Safety responsibilities as defined in the Safety Policy.
• Complete security awareness training, including incident reporting processes.
• Maintain a satisfactory Basic Police Disclosure due to the security requirements of the role.

Job Requirements:

• A comprehensive understanding of telecommunications and application delivery methodologies.

• Proven experience working with SIP and VoIP systems.

• Relevant qualifications such as SIP School Certified Associate (SSCA), Ribbon SBCE20, Microsoft MS700 – Teams Administrator Associate, Microsoft AZ900 – Azure Fundamentals, or Mitel Certified Associate in Communications and Unified Communications.

• Excellent communication skills, able to inspire and engage others confidently.

• Openness to learn, adapt, and take on new challenges.

• Ability to maintain professionalism under pressure.

• Honesty, reliability, and transparency to build trust among colleagues and customers.

• Ideally, the candidate will have 3-7 years of experience in a similar role.

• Extensive product knowledge, including Mitel, Ribbon, and other industry-standard solutions including SIP trunking.

• Demonstrated ability to communicate effectively via phone, in person, or in writing.

• Familiarity with Microsoft voice products and SIP messaging & protocols.

• Strong initiative and independence in problem-solving.

• High accuracy levels with exceptional time management and organisational skills.

• Previous experience in customer relationship excellence, capable of discussing and advising customers effectively.

• Proven ability to achieve successful outcomes in handling challenging situations with customers at all levels.

What You’ll Love:
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This role offers the opportunity to play a key part in maintaining and enhancing the jurisdiction's reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here