Unified Communications Engineer

Unified Communications Engineer
NY, New York

Job Description

We are looking for a Sr. Voice and Messaging (Unified Communications) Engineer for a full time permanent position with our client in NYC.  Please send qualified resumes to mary.abraham at harveynashusa.com.

Position Overview

The senior voice and messaging (unified communications) engineer will be based in the New York office and will be responsible for providing unified communications engineering, implementation and support for 350+ staff across multiple locations in the Americas region, including seven offices in six countries.  The voice and messaging engineer will work closely with global colleagues, including Head Office in London and expected to take ownership for Americas voice and unified communications initiatives, engage and own the relationship with regional and global voice vendors supporting the Americas estate, as well as contributing significantly to the architecture and direction of global projects and support. The role will entail a mixture of day-to-day support as well as regional and global project work across the Microsoft Lync/Skype platform and the BT turret dealer-board environment.


  • Operate in a global team to support and maintain the global UC estate and Americas BT turret environment
  • Troubleshoot voice issues with Skype 2013 global estate and liaise with vendors regarding the BT dealer board environment
  • Collaborate closely with Wintel/Exchange/AD engineers to maintain and support mobile telephony/MDM infrastructure
  • Create, document, own and escalate issues and problems in accordance with ticketing standards and SLAs
  • Adhere to departmental policies for reporting and managing requests and change control
  • Support and maintain the BT and Verba voice recording environment in line with regional regulatory requirements
  • Manage Unified Communications platform MS Skype for Business, Sonus gateways, Verba recording estate, Actiance Vantage
  • Responsible for managing the BT turrets platform, voice-mail and voice recording
  • Understand the global infrastructure and maintain the global infrastructure as part of the global UC team
  • Provide troubleshooting, expert advice and guidance within the IT voice and messaging fields of expertise
  • Lead the voice and messaging elements of projects for the Americas region; provide subject matter expertise
  • Monitor availability and performance of voice and messaging systems and rectify issues
  • Implement and support of turret direct-dial leased line services for trading as provided by extranet services including IPC, BT Radianz and TNS
  • Maintain, upgrade, recover, troubleshoot and provide general support of voice and messaging platforms
  • Plan and implement patches, hotfixes and upgrades to and Microsoft Skype environment at server and client application levels
  • Monitor availability and performance of voice and messaging systems
  • Maintain and periodically test Disaster Recovery Voice Infrastructure for US and Americas offices
  • Document processes for internal policies and procedures related to voice and messaging
  • Assess, document and implement changes as required in conjunction with risk and security teams
  • Perform infrastructure configuration management activities, and follow change management procedures for implementing any changes to the production voice and messaging environment
  • Adherence to all ITIL best-practice, including formal change, incident, problem and asset management processes
  • Manage relationships with a mixture of external vendors and 3rd party providers for voice and messaging services


  • Bachelor’s degree in information technology, computer science or other relevant field (or relevant combination of education and work experience)
  • 5+ years of relevant work experience, preferably in financial services with Lync/Skype for Business/Turret and Exchange (2010/2016/online)
  • Desired Certifications: Core Solutions of Microsoft Lync 2013;Deploying Enterprise Voice with Lync 2013; Sonus Accredited Technical Professional (SATP) SBC 1k/2k
  • Experience in implementation, migration and support / Hybrid for Office 365
  • Strong experience in SIP, SIP trunk integration and gateways
  • Strong experience with voice MPLS networks
  • Experience in supporting Global Messaging and Lync environment
  • Experience in troubleshooting voice quality issues with Lync/Skype for Business / session boarder controller (Sonus Voice gateways preferable)
  • Knowledge of monitoring tool and platforms
  • PowerShell and scripting experience – strong plus
  • Work well individually and within a team environment
  • Ability to proactively execute and deliver changes to enhance IT deliverables
  • Manage multiple activities while maintaining priorities
  • Extremely detailed oriented with excellent prioritization skills
  • Strong problem solving and problem management skills
  • Comfortable supporting technology remotely and hand-on in remote data centres
  • Excellent communication skills-verbal and written
  • Ability to solve problems independently
  • Ability to meet tight deadlines
  • Strong communication skills and able to engage with end users and third party suppliers/vendors
  • Positive attitude capable of remaining positive when under immense pressure


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