Unified Connectivity Engineer (L3)

The RoleThe 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 ResponsibilitiesResolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologiesExecute standard and complex UCC changes in line with governance and compliance requirementsMaintain and validate configuration baselines across Teams Voice, Direct Routing, and endpointsMonitor and optimise service performance using CQD, analytics, and incident trendsAdminister UCC platforms including Teams, Exchange Online integration, and collaboration toolsCollaborate with Network, EUC, vendors, and service teams to resolve dependenciesSupport major incident management and escalations across UCC servicesDrive continuous service improvement and reduce recurring issuesMaintain accurate documentation to support compliance and audit requirementsMentor L1/L2 engineers and improve escalation quality and knowledge sharingEnsure all activities align with financial services regulatory frameworksProvide input into service reporting, governance packs, and post-implementation reviewsExperience & KnowledgeEssential:Strong experience in UCC / unified communications support and operationsExperience supporting Microsoft Teams (including voice and collaboration)Understanding of VoIP, SIP, call flows, and QoS dependenciesExperience with Direct Routing or Operator Connect environmentsStrong troubleshooting skills across endpoints, networks, and user experienceExperience with ITIL processes (incident, change, problem management)Familiarity with ServiceNow or similar ITSMtoolsStrong communication skills in customer-facing environmentsDesirable:Microsoft 365 or Teams certification (e.g.MS-700)Experience within managed services environmentsExposure to Zoom, Webex, or multi-platform UC environmentsKnowledge of compliant communications / call recording solutionsBasic scripting/automation (PowerShell)BenefitsPension with employer contributionsPrivatehealthcareDiscounted gym memberships25-27 days holiday + bank holidays + birthday off24/7 wellbeing support + Team Claranet initiatives