Voice/UC Engineer (Microsoft Teams)

Natilik is a Global Technology Solutions Partner.

Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and employees can rely on.

There has never been a more exciting time to take a step into the world of digital transformation, and we’re looking for individuals to confidently guide our clients on their journey.

The Role

We are seeking a skilled and motivated Voice/UC Engineer to join our dynamic Managed Services team. Working directly with one of Natilik’s strategic global clients. The individual will be embedded directly into the clients’ voice team, acting as the primary Natilik support contact and championing the client back within the wider Natilik Support organisation. This is a hybrid role with 3-4 days a week on-site in New York.

The successful candidate will play a pivotal role in Business-As-Usual (BAU) operations, maintenance activities and representing the team on projects. The role will focus primarily on Microsoft Teams (voice enabled), Ribbon Session Border Controllers (SBCs), Compliance Voice recording technologies along with other peripherals and integrations. Proficiency with Verint Verba (similar call recording technologies) is also highly desirable.

Ultimately this role will report to the Technical Support Director within Natilik. On a daily basis tasks and activities will be set by working directly with the client and the Natilik Service Delivery Manager.

The following skills and experience would make a great addition to our team:

Key Deliverables

• Operates as an extension of the client’s voice team.

• Provides a key interface between the client, vendors and wider Natilik organisation.

• Responsible for the day-to-day delivery of the BAU services (incidents, maintenance and enhancements)

• Delivery of committed proactive maintenance services

• Planning, preparation and documentation of maintenance tasks in accordance with the clients processes and policies.

• Working in coordination with the wider Natilik support team and vendors to complete said maintenance work.

• Works with the wider team to identify value adding opportunities.

• Maintenance of documentation and education of the Natilik team on the client systems and processes

Key Attributes

• Strong knowledge of Microsoft 365/Teams administration, troubleshooting, migrations, and upgrades.

• Experience with voice peripherals and integrations (attendant consoles etc)

• Proficiency in configuring and managing SBCs (ideally Ribbon) direct connect model.

• Familiarity with voice recording technologies and compliance requirements (ideally Verint Verba)

• Familiarity with Cloud9 or other trading platforms (Bloomberg, BT etc.) is advantageous.

• Understanding of networking principles and VoIP technologies

• Extensive experience of supporting similar client environments ideally with some exposer to the financial sector.

• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.

• Strong communication and interpersonal skills, with the ability to work effectively in a team-oriented environment

• Calm head in a stressful situation

• Attention to detail completing documentation

• The ability to follow processes

• Obtained Relevant certifications such as Microsoft Certified: Teams Administrator, Teams Expert, Ribbon Communications certifications, etc.

Benefits

• 25 days annual leave (+ bank holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Competitive pension scheme

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance

• Company shares (available after One year tenure)

• Medicash (Cashback Scheme)

• Retail discounts via Medicash

• Access to EAP scheme for you and your household

• Vehicle lease salary sacrifice scheme (available after One year tenure)

• Cycle to Work Scheme

• Annual paid volunteering day

• Enhanced parental leave

• Access to funding for additional qualifications and courses

• Access to paid study leave