Professional Services Engineer – Unified Communications

The professional services engineer will be responsible for supporting and implementing solutions based around communication, collaboration systems, predominantly Mitel, Session Border Controllers, Our Cloud Voice, SConnect for Teams and Operator Connect.

In this role, you will work with a wider team of customer-focused professionals who are committed to delivering excellent solutions and in-life customer experience. You'll demonstrate strong technical competence through engaging in technology decision-making discussions.

Additionally, you will be able to apply your technical knowledge in collaboration with the professional services consultants to advise clients on accurate governance to ensure stability, and to enable them to evolve their environments to support changing business requirements.

Reporting to the Application Support Manager, the role is to be part of the Professional Services and B2B Operations engineering team and includes responsibility for providing implementation, support and design assistance for enterprise client projects.

You will be closely aligned with the Professional Services Consultants to deliver an end-to-end service for Sures customers relating to but not limited to Mitel, Session Border Controllers, our Cloud Voice,  Connect for Teams and Operator Connect.

You will have the opportunity to provide subject matter expertise on technical solutions, and act as a technical point of contact for implementation projects and in-life service delivery.

You will be responsible for identifying, developing and assisting with the implementation of services to drive new revenue and achieve targets within the enterprise market.

MAIN DUTIES AND RESPONSIBILITIES
The role will support Sures drive to lead digital transformation within customer organisations. The Professional Services Engineer will join an energised outcome orientated and technology team. You will be implementing and supporting customers in their drive to adopt new technologies that enable a dynamic workforce through modern unified communications and technological solutions.
Customer Satisfaction

Communicate clearly to customers the service deliverables, delivery plan and ongoing progress

Work with the teams to ensure customer satisfaction levels are exceeded

Dress in a professional manner and always engage customers in a professional and courteous way

Support all our Unified Communication Services as part of an out of hours on call rota
Financials

Ensure the service is delivered to agreed budget

Ensure the internal governance process is always adhered to

Where clients are to be charged, ensure you are tracking your time diligently
Administration

Ensure that Services/Projects are documented and delivered effectively

Record and store customer meeting notes in relevant system (IT Glue/ Network Glue or Service Now)

Identify risk areas and communicate these to the team if necessary

Document projects and file when completed within internal knowledge base

Hand over all necessary documentation to the end customer

Ensure all customers set up or Equipment is recorded in the appropriate (Service Now) Knowledge bases.

Update all customer tickets within the ticketing system (Service Now) at appropriate intervals, ensuring customers are kept informed with all development or progress.

Ensure all updates are clear and next actions outlined
Training

Request training as and when required to assist with the position. Sure provide a training and development platform that you will have full access to as well as manufacturer training and certifications
In addition:

Work with the Security Architect to (a) review assets, identify weaknesses and ensure appropriate security is maintained; (b) to ensure the Security strategy is implemented including the integration from within your domain with the Sure security technology and tools.

Investigate security alerts and provide incident response within your domain.

If/When potential weaknesses, attacks, intrusions, unusual, unauthorised or illegal activity are identified, assist in the implementation of mitigations, including vulnerability management

SKILL REQUIREMENTS
Essential

A sound and solid understanding of telecommunications and application delivery methodologies.

A clear understanding and experience of working with SIP and VoIP systems

A qualification in one or more of the following:
o
SIP School Certified Associate (SSCA)
o
Ribbon SBCE20 Edge Support & Implementation
o
Microsoft MS700 – Teams Administrator Associate
o
Microsoft AZ900 – Azure Fundamentals
o
Mitel Certified Associate – Communications (MiVoice Business)
o
Mitel Certified Associate – Unified Communications and Collaboration

Demonstrates the ability to inspire and engage others through clear, confident, and motivating communication.

Shows openness to learn, adapt, and take on new challenges or responsibilities.

Maintains composure and professionalism under pressure or when dealing with complex situations.

Acts with honesty, reliability, and transparency to foster trust among colleagues, partners, and customers.
Experience

Ideal candidate would possess 3-7 years experience in a similar role.

Extensive product knowledge covering, Mitel, Ribbon and other industry standard solutions including SIP trunking

Demonstrated ability to effectively communicate by phone, in person or in writing

Experience of Microsoft voice products

Experience of SIP messaging & protocols

Shows initiative and acts independently to resolve problems

Demonstrated high levels of accuracy with excellent time management and organizational skills

Experience in customer relationship excellence with the confidence and presence to successfully discuss and advise customers

Demonstrated ability to achieve successful outcomes in handling difficult situations and work with customers at all levels