Unified Communication Team Lead

DESCRIPTION______________________________________________

Part of the Infrastructure Services division, the Digital Workplace Platform (DWP) team continues to grow, and we are seeking a Unified Communications Technical Team Coordinator to support and coordinate the UC support team in delivering high-quality voice and collaboration services.

This role focuses on operational coordination, technical guidance, and ensuring smooth day-to-day service delivery across Microsoft Teams Phone, telephony infrastructure, and collaboration platforms, within standard business hours.

Job Responsibilities

Team Coordination & Support

• Coordinate daily activities within the UC support team, ensuring balanced workload distribution and efficient task handling.
• Act as a senior point of contact for UC engineers, providing guidance on complex technical issues and troubleshooting approaches.
• Support team members in resolving escalations, promoting knowledge sharing and consistent ways of working.
• Track team activity and progress to ensure alignment with SLAs, priorities, and operational expectations.

Service Delivery & Operations Coordination

• Support the coordination of UC operations for:
  1. Microsoft Teams Phone / Telephony
  2. SBC / SIP infrastructure (AudioCodes Mediant preferred)
  3. PSTN connectivity and carrier integrations
  4. Microsoft Teams Rooms (MTR)
• Ensure incidents, service requests, and problem records are handled in line with agreed SLAs and ITIL practices.
• Facilitate escalations to L3 teams, vendors, and carriers, ensuring all required technical details and RCA inputs are properly documented.
• Promote adherence to runbooks, processes, and client-specific operational procedures.

Incident & Problem Management Support

• Assist in the coordination of complex UC incident resolution, including:
  • SIP call flow analysis (18x/2xx/4xx/5xx)
  • Call quality issues (latency, jitter, packet loss)
  • Voice routing and number management challenges
• Encourage proper usage of diagnostic and troubleshooting tools such as:
  • Wireshark, AudioCodes Syslog/trace
  • Teams Call Analytics and CQD
• Contribute to problem management activities:
  • Trend identification
  • Root Cause Analysis (RCA) input
  • Tracking of corrective and preventive actions

Technical Guidance & Governance

• Provide technical support and guidance on:
  • Voice routing policies, PSTN usages, dial plans, normalization rules
  • Auto attendants and call queues configurations
  • SBC/gateway configurations (routing, TLS/SRTP, certificates)
• Encourage the adoption of best practices in Direct Routing / Operator Connect implementations.
• Support troubleshooting of:
  • Voice policies and user configurations
  • Emergency calling scenarios (E911 where applicable)
  • QoS, firewall, and network-related issues

Monitoring & Continuous Improvement

• Support proactive monitoring activities for:
  • Teams service health
  • SBC alarms and trunk utilization
  • SIP errors and carrier performance
• Help identify trends using tools such as CQD, Call Analytics, SNMP, and AudioCodes EMS.
• Contribute ideas and initiatives to improve operational efficiency, automation, and service quality.
• Support the creation and maintenance of knowledge base articles and technical documentation.

Microsoft Teams Rooms (MTR) Coordination

• Support coordination of UC Team activities for Teams Rooms (Windows/Android), including:
  • Device monitoring and lifecycle activities (TRAC/Intune)
  • Room account configuration and licensing
  • Vendor coordination for hardware-related issues
• Promote consistent troubleshooting and support practices across the team.

Stakeholder Communication & Reporting

• Act as a liaison between the UC team, management, and other support teams.
• Provide input for operational reporting, including:
  • Incident trends
  • Service performance
  • Risks and escalations
• Ensure clear and structured communication during ongoing issues or service disruptions.

Job Requirements

Experience & Technical Expertise

• 5-7 years of experience in Unified Communications / Voice environments.
• Minimum 2+ years of experience with Microsoft Teams Phone in enterprise environments.
• Strong knowledge of:
  • SIP protocol and call flows
  • SBC configuration (AudioCodes Mediant preferred)
  • PSTN, carrier interop, and number management
• Hands-on experience with:
  • Direct Routing and/or Operator Connect
  • Voice routing policies, dial plans, normalization rules
  • Auto attendants and call queues
• Proficiency with troubleshooting tools:
  • Wireshark, SIP traces, AudioCodes Syslog
  • Teams Admin Center, Call Analytics, CQD

Technical Foundations

• Solid understanding of:
  • QoS (DSCP), CAC, and bandwidth management
  • Firewall rules, NAT, and SBC edge concepts
  • TLS/SRTP and certificate management
• Experience with PowerShell for Teams administration and automation.
• Familiarity with Microsoft Teams Rooms environments (MTR-W / MTR-A).

Coordination & Soft Skills

• Experience in a senior engineer or coordination role is preferred.
• Strong organizational and task management skills.
• Ability to guide and support team members without formal line management authority.
• Strong analytical and structured troubleshooting mindset.
• Good communication and collaboration skills across teams and stakeholders.
• Ability to handle multiple priorities in a dynamic, high-pressure environment.

Other Requirements

• Proficiency in English (spoken and written).
• Availability to work standard business hours (8 hours/day).
• Familiarity with ITIL processes (Incident, Change, Problem Management).
• Proactive, flexible, and solution-oriented mindset.

Mindset & Learning Capability

• Strong willingness to learn and grow within the UC domain.
• Ability to interpret and apply technical documentation effectively.
• Ownership mindset with focus on service quality and issue resolution.
• Commitment to continuous improvement and operational excellence.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.