Primary Purpose of the Job
We are seeking an experienced Senior Systems Engineer, Unified Communications, to design, implement, operate and improve secure, resilient and scalable enterprise voice, video and collaboration services, ensuring availability, performance, security and lifecycle compliance with business requirements, ICT standards and approved KPIs.
The successful candidate will provide senior technical expertise across hybrid and cloud UC environments, covering architecture and documentation, end-to-end voice design and troubleshooting, lifecycle and security management, automation, migrations, disaster recovery, major incidents, carrier/vendor coordination and technical coaching. The role also evaluates and integrates cloud UC, contact-centre, smart meeting-room, analytics and AI-enabled capabilities under security, privacy, data-governance and responsible-AI controls.
Required Experience and Skills
- At least 10 years of progressive enterprise UC experience, including seven years of hands-on designing, implementing, operating and troubleshooting complex, high-availability environments. Experience in business-critical industrial environments, particularly within the oil and gas sector, is preferred.
- Expert in SIP, SBCs and end-to-end enterprise voice troubleshooting, with broad cross-platform experience and deep expertise in at least one major UC platform.
- Strong hands-on Microsoft Teams enterprise voice experience, including Direct Routing, dial plans, voice routes, calling policies, resource accounts, auto attendants, call queues, emergency calling, Call Analytics and Call Quality Dashboard.
- Expert hands-on Cisco UC experience, including CUCM, CUBE, voice gateways and enterprise dial plans; UCCX and/or modern cloud contact-centre experience is desirable.
- Expert in SIP/SDP/RTP call flows and packet-level troubleshooting, using tools such as Wireshark, across clients, UC platforms, dial plans, SBCs, gateways, SIP trunks, carriers, PSTN and media.
- Strong Microsoft 365 and Entra ID knowledge covering identity, authentication, licensing, Conditional Access and Teams integration.
- Strong PowerShell scripting and automation skills, with working knowledge of Microsoft Graph API, REST APIs and Power Automate or equivalent tools.
- Strong UC security knowledge: certificates, TLS/SRTP, SBC hardening, identity-based access, voice-fraud controls, monitoring, vulnerability management and Zero Trust.
- Working knowledge of evaluating, integrating and operating AI-enabled UC including conversational AI, virtual agents, meeting intelligence, AI-assisted routing, transcription and summarization with controls for security, privacy, retention, accuracy, human oversight, monitoring, escalation and responsible-AI governance.
- Working knowledge of UCaaS, smart meeting rooms, communication analytics, Operator Connect and cloud calling, plus requirements for emergency calling, numbering, recording, retention and privacy.
- Proven ability to produce HLDs, LLDs, standards, procedures, feasibility studies, tender specifications and executive reports; lead UC migrations and Severity 1 incident recovery, including post-incident root-cause and corrective-action reporting; review vendor solutions; coordinate carriers; and mentor engineers.
- Strong analytical, communication, technical-writing, stakeholder-management and negotiation skills; able to manage priorities and support BOQs, lifecycle budgets and investment decisions within approved policies, standards, change controls and quality requirements.
- Strong knowledge of network services affecting real-time communications, including TCP/IP, DNS, DHCP, VLANs, routing, firewalls, NAT, QoS and packet analysis.
- Experience in real-time media quality and user-experience assurance, including service-health monitoring, call-quality trend analysis, proactive alerting, capacity analysis and end-to-end root-cause correlation across clients, networks, UC platforms, SBCs and carriers.
- Demonstrated ability to drive closure of audit, security and vulnerability findings and manage UC lifecycle risks, including capacity, licensing, certificates, software and firmware currency, and end-of-life and end-of-support exposure.
- Ability to prepare technical inputs for BOQs and purchase requisitions and support lifecycle budgets, investment decisions, cost-effective project delivery and validation of vendor proposals.
- Ability to review and technically evaluate UC architectures, carrier interconnections, migration approaches and vendor solutions against security, resiliency, interoperability and supportability requirements.
- Expert knowledge of SIP, SDP, RTP/RTCP, codecs, DTMF, NAT traversal, media negotiation and end-to-end enterprise voice call flows.
Educational Qualifications
- Bachelor's degree in Network Engineering, Computer Engineering, Computer Science, Electrical/Electronic Engineering or an equivalent engineering discipline.
- Current professional-level certification in enterprise collaboration, such as Cisco CCNP Collaboration or recognized Microsoft Teams, SBC or cloud communications certification is preferred.