UC Collaboration Engineer

A Managed Service provider is seeking a UC Collaboration Engineer to support Unified Communications (UC) and collaboration environments, ensuring seamless system performance, minimal disruptions, and an outstanding user experience.

This role primarily focuses on managing Cisco Collaboration Rooms and Audio-Visual (AV) technologies. However, the successful candidate will also be expected to backfill other roles within the service account, such as UC Voice Specialist, when required.

This position requires UK Security Clearance (SC) or eligibility to obtain it, as it involves working with a secure customer account. Only UK nationals holding a UK passport can be considered.

Key Responsibilities

Unified Communications & Collaboration

• Manage and optimize Cisco Collaboration Rooms, AV systems, and UC platforms, including Cisco Webex, IP Phones, and conferencing solutions.

• Configure, troubleshoot, and support AV equipment, including displays, microphones, speakers, and control systems, to enhance collaboration experiences.

• Monitor system health proactively to identify and resolve issues before they impact users.

• Provide end-user support, training, and technical assistance for Cisco UC and AV technologies.

UC Voice Specialist Backfill Responsibilities

• Provide expert-level support for Microsoft Teams, Skype for Business, and Direct Routing solutions.

• Manage and configure Cisco Unified Communications platforms (CUCM, CUBE, UCCX) and SIP/H.323 protocols.

• Administer Session Border Controllers (Cisco, Ribbon, AudioCodes) and VoIP implementations.

• Troubleshoot and optimize network technologies, including switches, routers, firewalls, and QoS.

• Maintain technical documentation, perform root-cause analysis, and support enterprise environments.

Collaboration & Stakeholder Engagement

• Work closely with clients, internal teams, and stakeholders to ensure technical needs are met and solutions align with business objectives.

• Lead initiatives to improve Cisco Collaboration Room and AV system performance.

• Ensure compliance with security policies, standards, and national security vetting requirements.

Continuous Improvement & Leadership

• Drive continuous enhancements in UC and AV system performance, workflow efficiency, and user experience.

• Stay updated on emerging Cisco UC and Microsoft Teams technologies, applying best practices to improve service delivery.

Required Skills & Experience

Primary Expertise (UC & Collaboration)

• Advanced knowledge of Cisco Collaboration technologies, including Cisco Webex, IP Phones, and conferencing solutions.

• Strong AV expertise, including configuration and troubleshooting of displays, microphones, speakers, and control systems.

• Excellent problem-solving and analytical skills for diagnosing and resolving complex UC/AV issues.

• Strong communication and interpersonal skills for providing end-user training and technical support.

• Ability to work autonomously and collaboratively in a secure environment.

Additional Expertise (UC Voice Specialist Backfill)

• Microsoft Teams and Skype for Business expertise, including Direct Routing and Voice integration.

• Cisco Unified Communications (CUCM, CUBE, UCCX) and SIP/H.323 protocols proficiency.

• Experience managing Session Border Controllers (Cisco, Ribbon, AudioCodes) and VoIP solutions.

• Strong knowledge of network technologies (switches, routers, firewalls, QoS).

• Ability to troubleshoot and document enterprise UC environments effectively.

Education & Certifications

• Security Clearance: SC Cleared or eligible to obtain SC Clearance.

• Certifications (preferred):

  • Cisco Certified Collaboration Specialist

  • Microsoft Teams Voice Certification (e.g., MS-700 or equivalent)

  • AVIXA CTS (Certified Technology Specialist)

  • ITIL Foundation Certification

Physical Requirements

• Ability to lift and carry equipment up to 25kg (e.g., AV hardware, conferencing equipment).

• Comfortable working in various environments, including offices, data centers, and conference rooms.

• Ability to work on ladders or raised platforms for AV installations or maintenance.

• Prolonged periods of sitting, standing, or walking during site visits, troubleshooting, or setup activities.

• Manual dexterity for operating tools and configuring small hardware components.

Work Schedule & Flexibility

• Location: Onsite in Stevenage, Hertfordshire.

• Standard Hours: Monday to Friday, 09:00 GMT – 17:00 GMT (40 hours per week).

• Overtime & TOIL:

  • Occasional evening and weekend work may be required.

  • Additional hours beyond the standard workweek will be compensated with Time Off in Lieu (TOIL), subject to prior approval.

• Holidays: 25 vacation days per year, plus UK public bank holidays.

Security Clearance Requirements

• Candidates must hold or be eligible to obtain Security Check (SC) clearance as per UK national security vetting standards.

• Must be a UK national holding a UK passport.