Manager Unified Communications

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?  

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

The Opportunity

• Provide day-to-day leadership to Unified Communications Operations team.
• Provide operational support for voice infrastructure and services.
• Provide updates on projects and incidents to Manager Voice Operations.
• Perform duties within a team environment in an effective manner.
• Ensure compliance with processes and procedures.
• Ensure that required operational metrics and SLAs are achieved.
• Perform as an escalation point for customer faults and other team members.

What you’ll be doing

• Provide day-to-day support to team members for operations of all voice infrastructure and services.

• Provide escalated technical support, troubleshooting and fault rectification of technical issues related to Unified Communications and provide timely updates to management as required

• Ensure the team provides timely, complete and accurate responses to requests, tickets and faults.
• Ensure team members complete all compulsory training courses
• Ensure all voice and customer service documentation is current and accurate and update as required
• Participate in Major Incident stand ups as required
• Schedule and manage operational & engineering project work
• Liaise with vendors as required
• Ensure UC platforms are kept on supported releases
• Provide design input for Voice related projects as required
• Provide high quality knowledge sharing within the team.
• Ensure compliance and provide ongoing feedback on ways to improve process and procedures
• Maintain a safe work environment and comply with relevant safety requirements.
• Participate in a 24/7 on call roster if desired, being an additional escalation point as required
• Provide assistance and mentoring to Senior Voice Engineers and Voice Engineers
• Provide project updates to Manager Voice Operations as required
• Ensure adequate resourcing via leave management for ongoing projects and BAU activities
• Management of change requests
• Work with other voice and associated teams (eg. IP networking, provisioning, billing etc) as required for project and/or fault situations

What you’ll bring 

• Demonstrable high level of technical expertise in a Unified Communications environment – Class 5 softswitch, SBC and associated platforms
• Demonstrable high level of technical expertise in interpreting and troubleshooting IP Voice Signalling Protocols
• Demonstrable working level of technical expertise with IP Networking.
• Demonstrable problem solving skills with Voice Technologies.
• Demonstrable reporting and written skills.
• Excellent organisational skills.
• Excellent time management skills.
• Excellent interpersonal and communication skills.
• Ability to manage a geographically dispersed team
• Demonstrable high level of technical expertise with Broadsoft, SBC’s and other UC related platforms
• Knowledge of Change Management processes
• Vendor management
• Demonstrable fit with the Vocus culture.

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wel...