Network Engineer UCC

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 ITSM tools * 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 * Private healthcare * Discounted gym memberships * 25–27 days holiday + bank holidays + birthday off * 24/7 wellbeing support + Team Claranet initiatives