Unified Communications Manager

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 PhoneDirect RoutingSession Border Controllers (SBCs)SIP TrunkingPBX platformsContact Centre technologiesCall Routing and Dial Plan ServicesTeams RoomsCarrier services and telecommunications operationsYou 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 ManagementLead 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 TechnologiesDesign, 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 ManagementAdminister 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 & SupportProvide 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 & GovernanceEnsure 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 PhoneDirect RoutingSIP and VoIP protocolsSession Border ControllersPBX and voice platformsCall flow design and routing technologiesContact centre and customer interaction platformsDial plans and global numbering strategiesQoS, voice networking, and WAN optimisationTelephony security and fraud preventionCloud voice services and integrationsSkillsStrong 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.