Unified Communications Manager

Job Description

We are seeking an experienced Unified Communications (UC) Manager to own and support our global voice and telephony environment. This is a hands on technical role that combines enterprise telephony, call routing, contact centre technologies, supplier management, and cloud communications.

You will be responsible for ensuring the reliability, security, and continuous improvement of our voice platforms while acting as the technical lead for key partners including AT&T, DXC, AWS, and telecommunications providers.

This role is ideal for someone who has evolved beyond traditional telephony administration and has experience designing call flows, managing complex routing environments, supporting contact centre solutions, and delivering modern cloud-based voice services.

The Opportunity:

As Unified Communications Manager, you will be the technical owner of Smiths Detection's global voice communications estate, supporting technologies including:

• Microsoft Teams Phone
• Direct Routing
• Session Border Controllers (SBCs)
• SIP Trunking
• PBX platforms
• Contact Centre technologies
• Call Routing and Dial Plan Services
• Teams Rooms
• Carrier services and telecommunications operations

You will work closely with Network Engineering, Cybersecurity, Service Delivery teams, and external providers to ensure our global communications platforms remain resilient, secure, and aligned to business needs.

What You'll Be Doing:

Unified Communications & Telephony Management

• Lead the day-to-day administration and support of enterprise telephony services, including Microsoft Teams Phone, SBCs, PBX systems, voicemail platforms, and telephony gateways.
• Manage SIP trunking, POTS services, carrier connectivity, numbering plans, and global telephony provisioning.
• Administer and optimise Teams Phone services including Direct Routing, Call Queues, Auto Attendants, Teams Rooms, and Survivable Branch Appliances.
• Support telephony infrastructure upgrades, migrations, and cloud transformation initiatives.

Call Routing & Contact Centre Technologies

• Design, configure, and support complex call routing solutions across global business operations.
• Manage dial plans, number management, routing policies, failover scenarios, and voice resilience strategies.
• Support integrations between enterprise telephony platforms and contact centre technologies.
• Work with business stakeholders to ensure call flows, customer routing journeys, and operational requirements are effectively delivered.
• Support and optimise contact centre solutions, including queue management, routing logic, reporting, and integration with collaboration platforms.
• Act as a subject matter expert for voice architecture and customer communication technologies.

SBC & Carrier Management

• Administer and maintain Session Border Controllers including Ribbon, AudioCodes, or equivalent platforms.
• Ensure secure voice routing, certificate management, policy enforcement, and service continuity.
• Act as the primary technical contact for AT&T, DXC, AWS, telecommunications carriers, and managed service providers.
• Manage escalations, service reviews, provisioning requests, and supplier performance activities.

Service Reliability & Support

• Provide third-line support for complex voice incidents and operational issues.
• Perform root cause analysis on call quality problems, outages, routing failures, and service disruptions.
• Monitor telephony health, call analytics, voice quality metrics, and service performance dashboards.
• Drive continuous improvement activities to enhance service availability and user experience.

Security, Compliance & Governance

• Ensure telephony services comply with corporate security standards and industry best practices.
• Support SIP security, voice encryption, SBC hardening, fraud prevention, and emergency calling requirements.
• Maintain operational runbooks, technical standards, architecture documentation, and support procedures.
• Partner with Cybersecurity and Infrastructure teams to maintain a secure and compliant communications environment.

Essential Experience for this role:

• Significant experience supporting enterprise Unified Communications and telephony environments.
• Strong hands-on experience with Microsoft Teams Phone and Direct Routing.
• Experience administering SBC technologies such as Ribbon, AudioCodes, or equivalent.
• Proven experience managing SIP trunking, VoIP services, carrier platforms, and PBX systems.
• Experience designing and supporting complex call routing architectures and dial plans.
• Experience supporting or integrating contact centre technologies and customer communication platforms.
• Strong understanding of global telephony operations and carrier services.
• Experience managing technical relationships with telecommunications providers and managed service partners.
• Proven ability to troubleshoot voice quality, routing, and infrastructure issues.

Technical Knowledge:

• Microsoft Teams Phone
• Direct Routing
• SIP and VoIP protocols
• Session Border Controllers
• PBX and voice platforms
• Call flow design and routing technologies
• Contact centre and customer interaction platforms
• Dial plans and global numbering strategies
• QoS, voice networking, and WAN optimisation
• Telephony security and fraud prevention
• Cloud voice services and integrations

Skills

• Strong analytical and problem-solving capabilities.
• Excellent stakeholder and vendor management skills.
• Ability to work independently and manage critical business services.
• Excellent communication and documentation skills.
• Ability to lead technical projects, migrations, and service improvement initiatives.

Qualifications

• Degree in Information Systems, Telecommunications, Computer Science, or equivalent professional experience.

Desirable

• Microsoft Teams Voice Engineer Expert certification.
• Ribbon or AudioCodes certifications.
• Contact centre platform certifications.
• Telecommunications or Unified Communications vendor certifications.

Additional Information

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Detection, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website.