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

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

• 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)

• Pension with employer contributions


• Privatehealthcare


• Discounted gym memberships


• 25–27 days holiday + bank holidays + birthday off


• 24/7 wellbeing support + Team Claranet initiatives

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