Unified Connectivity Engineer (L3)

The Role

The Network Engineer – L3 (UCC) provides advanced operational support, configuration management, and performance optimisation across unified communications platforms for financial services clients. This is a hands-on, client-facing role focused on resolving complex incidents, executing controlled changes, and maintaining high-performing, secure UCC environments. You will play a key role in improving service quality, ensuring compliance, and supporting continuous service improvement in a regulated environment.

Key Responsibilities

Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologies

Execute standard and complex UCC changes in line with governance and compliance requirements

Maintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoints

Monitor and optimise service performance using CQD, analytics, and incident trends

Administer UCC platforms including Teams, Exchange Online integration, and collaboration tools

Collaborate with Network, EUC, vendors, and service teams to resolve dependencies

Support major incident management and escalations across UCC services

Drive continuous service improvement and reduce recurring issues

Maintain accurate documentation to support compliance and audit requirements

Mentor L1/L2 engineers and improve escalation quality and knowledge sharing

Ensure all activities align with financial services regulatory frameworks

Provide input into service reporting, governance packs, and post-implementation reviews

Experience & Knowledge

Essential

Strong experience in UCC / unified communications support and operations

Experience supporting Microsoft Teams (including voice and collaboration)

Understanding of VoIP, SIP, call flows, and QoS dependencies

Experience with Direct Routing or Operator Connect environments

Strong troubleshooting skills across endpoints, networks, and user experience

Experience with ITIL processes (incident, change, problem management)

Familiarity with ServiceNow or similar ITSMtools

Strong communication skills in customer-facing environments

Desirable

Microsoft 365 or Teams certification (e.g.MS-700)

Experience within managed services environments

Exposure to Zoom, Webex, or multi-platform UC environments

Knowledge of compliant communications / call recording solutions

Basic scripting/automation (PowerShell)

Benefits

Pension with employer contributions

Privatehealthcare

Discounted gym memberships

25–27 days holiday + bank holidays + birthday off

24/7 wellbeing support + Team Claranet initiatives