Senior Infrastructure Engineer (UC) - Voice

Public Sector Resourcing • London Britain Township, PA

3d • Hybrid

About The Position

The Senior Infrastructure Engineer (UC) – Voice is a subject matter expert and technical authority within the Unified Communications domain, supporting UK Parliament through Public Sector Resourcing. The Unified Communications Team is a dedicated third-line engineering capability responsible for managing, supporting, and evolving Parliament’s collaborative ecosystem, including VoIP, Microsoft Teams Voice, contact centres, and messaging services. The team sits within Enterprise Technology under the Office of the Chief Technology Officer.

The post-holder will deliver complex technical implementations, act as the final escalation point for critical incidents, and promote a value-stream approach focused on proactive service improvement rather than reactive maintenance. The role has no line-management responsibilities, but includes mentoring engineers, defining engineering standards, championing user needs, promoting agile working, and supporting technical excellence in line with GDAD principles.

The position is based in London on a hybrid basis and can only be worked within the UK. It is a contract role described as lasting until March 2027, with potential for extension; the posting’s general information separately lists a five-month contract duration. SC clearance is essential: candidates must be willing and eligible to undergo checks, and preference may be given to candidates who already hold active clearance.

Requirements

• Experience designing and implementing complex changes in Unified Communications environments, including Microsoft Teams Voice, SIP trunking, and Session Border Controllers (SBCs).
• Deep technical understanding of the primary voice stack and ability to execute major system upgrades or migrations while minimising service disruption.
• Experience supporting enterprise voice platforms, including AudioCodes devices, SBCs, or similar telephony infrastructure.
• Experience diagnosing and resolving high-priority, complex third-line incidents, including analysis of packet captures, SIP signalling, or audio/video quality issues.
• Ability to use logical problem-solving techniques to restore services efficiently.
• Ability to lead technical work packages and mentor junior engineers, communicate complex technical knowledge, provide constructive feedback, and support team upskilling.
• Commitment to equality, diversity, and inclusion and to promoting a positive, inclusive working environment.
• Must be willing and eligible to undergo SC clearance checks.
• Must be able to work within the UK and not overseas.

Nice To Haves

• Experience configuring and supporting Teams Rooms, device-management platforms, AV technologies, and/or enterprise contact-centre solutions.
• Relevant industry certifications, such as Microsoft 365 Certified: Teams Administrator Associate, or equivalent experience.
• Already holding active security clearance.

Responsibilities

• Deliver, manage, and support Unified Communications systems and meeting-room technologies.
• Represent the Unified Communications team across the organisation and lead change management and major incident management.
• Plan, execute, and quality-assure complex technical work packages and large-scale deployments within the UC platform, particularly Microsoft Teams Voice and SIP infrastructure, following architectural guidance and minimising service disruption.
• Act as the third-line escalation point for major incidents and complex problems involving voice quality, signalling, and conferencing; perform detailed diagnosis and root-cause analysis.
• Create comprehensive technical documentation, including SIP call-flow diagrams, runbooks, and meeting-room configuration standards.
• Coach and guide Infrastructure Engineers, review configuration work, share best practices, and support colleagues’ professional development without formal line-management duties.
• Identify and deliver service improvements and automation, such as PowerShell scripting for user provisioning and automated call-quality testing, to reduce manual effort, address technical debt, and improve operational resilience.
• Champion user needs, agile ways of working, and technical excellence in line with GDAD principles.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed