Unified Communications Engineer

OverviewThis role is based in our Dubai Office - One Central Tower.Overview: The Unified Communications (UC) Engineer sits within our specialized global Unified Communications team of five engineers which forms part of the wider Technology Services & Solutions (TS&S) department. TS&S is Informas dedicated technology organization that drives innovation across our global operations delivering cutting-edge solutions in AI cloud infrastructure and unified communications that directly support our mission as a leading international business connecting specialists worldwide.In this role youll manage and optimize integrated communication systems across Informas worldwide operations with particular focus on our Middle Eastern regional infrastructure. Working strategically with our global managed service providers for Teams Telephony Genesys PureCloud and Teams Meeting Rooms alongside local SIP carriers youll ensure these critical systems deliver reliable performance and optimal support for our colleagues and customers globally.Key Technologies: Microsoft Teams Phone System VOIP SIP Trunking & Session Border Controllers (AudioCodes) Genesys PureCloud Microsoft Teams Rooms ASC Recording Insights Compliance Call Recorder & Tiger Prism Call Analytics & Reporting.Reports to: Director of Collaboration and IdentityTeam: Global UC Engineering team (5 members total: 4 UC Engineers 1 Principal UC Engineer)What youll doTechnical EngineeringWork as part of a global UC team in conjunction with our global Managed Service Providers to administer and support our Key UC Technologies;Microsoft Teams Phone System Operator Connect Cloud and Direct Routing with local SIP circuits and AudioCodes SBCsGenesys PureCloudMicrosoft Teams RoomsASC Recording Insights & Tiger Prism Call Analytics.Be the technical lead on projects and initiatives especially within the Middle East Region from capturing business requirements through to implementation. This could be a new office build whereby our SIP and SBC services need to be commissioned or migrating large groups of colleagues onto our Teams Telephony Genesys PureCloud or ASC platforms.Maintain our global configuration policies and standards including voice routing dial plans & emergency calling policies across the global organization.Maintain and manage changes to our Session Border Controllers and SIP carriers.Monitor and identify capacity and performance issues to ensure uninterrupted operations.Troubleshoot voice quality issues and implement solutions to optimize call quality.Manage telephone number porting processes across multiple carriers and countries.Ensure adherence to country-specific telecom regulations particularly within the UAE India Saudi Arabia Bahrain & Egypt regions.Design and configure call flows auto-attendants call queues & voicemail.Perform moves adds changes and deletes across all our UC technologies.Troubleshoot and resolve incident tickets.Create and maintain technical documentation architecture diagrams and guides.Research and evaluate emerging technologies products and features to identify opportunities for service enhancement and innovation.Ensure our UC technologies remain secure compliant and resilient in accordance with our Information Security and Data Privacy teams.Approximately 60% of time working on projects and initiatives and 40% of time working on incident and request tickets from ServiceNow.Project & Team CollaborationWork effectively within a globally distributed five-person UC Engineering team across multiple time zones participating in regular team meetings regardless of local time.Provide guidance and mentorship to junior team members.Collaborate with our wider technology teams including Enterprise Architects Network Engineers and O365 teams.Provide regional support with travel up to 10% of the time to support countries in the region including Egypt India Bahrain and Saudi Arabia.Provide on-site and remote technical assistance to our local office IT support teams for complex deployments and troubleshooting.Coordinate with our partners and vendors including our global managed service partners for Telephony and Meeting Room support as well as Microsoft support and assist with our local telecommunications SIP carrier relationships.Assist project teams with technical issues in planning and implementation phases.Conduct site surveys and assessments for new office locations or system upgrades.Qualifications :What youll needCore Technical Expertise:To thrive in this role you will need in-depth knowledge and experience in at least three of our key UC technology areas below:Microsoft Teams Phone: In-depth experience (ideally 5 years) with deploying administering and supporting Microsoft Teams Phone System Direct Routing Operator Connect Auto Attendants and Call Queues.Genesys PureCloud: Strong experience with Genesys PureCloud contact centre administration including call routing queue management skills-based routing and workforce management. Proficiency in user p