Unified Communications Engineer

Description

You will act as the global expert on enterprise voice, video, contact center and collaboration services.

You turn business and technical needs into scalable unified communications solutions that make services more reliable, easier to use, more efficient to run and better governed over their life.

The role calls for deep knowledge of UCaaS platforms, Microsoft Teams, call center technology, routing protocols, gateways, session border controllers and integrated video conferencing.

You lead technical reviews, help shape strategic designs, guide delivery and handover to operations, mentor junior staff, and work with Global IT, regional teams, vendors and business stakeholders.

This is a maternity cover role.

The company has operated for 130+ years and works on its communications services.

Responsibilities

• Lead the design, validation, testing, rollout and handover of enterprise voice, video, UCaaS, contact center and collaboration services with business, regional IT, operations and vendor teams.
• Serve as the technical contact for complex UC requests, implementation problems and escalations, making sure solutions meet enterprise standards, security expectations and operational needs.
• Take part in or run cross-functional work to assess technologies, run pilots, set standards and deliver solutions that advance the global UC strategy, lifecycle planning, compliance and risk reduction.
• Build and maintain operational processes for incidents, changes, problems, performance and lifecycle so services stay stable and supportable.
• Collect and rank business and technical requirements, then shape them into practical designs, estimates, implementation plans and support models.
• Run projects against scope, timeline, budget, quality and risk targets, write executive-level status reports, spot trends and variances, and propose fixes when needed.
• Give advanced support and oversight on complex telecom, network, UC and video infrastructure faults, including root cause analysis and coordination with internal and external teams.
• Write clear documentation, handover packs, runbooks and training for end users and support teams across Global IT, Help Desk, regional IT and operations.
• Coach junior staff and regional IT colleagues, help support move left, and push consistent practices across the global environment.
• Use analytics, reporting, APIs, service trends and stakeholder feedback to find improvements in performance, adoption, supportability and user experience.

Requirements

• You hold a bachelor's degree in computer science, telecommunications, information technology, engineering or a related field.
• You have 1-3 years of relevant experience in unified communications, voice, video, collaboration, contact center, telecom infrastructure or related enterprise technology services.
• You have hands-on experience with the following areas. Certifications are a plus.
• VoIP systems: design, implementation, integration and support.
• UCaaS and collaboration platforms, including Microsoft Teams.
• Contact center technology such as IVR, routing, reporting and integration patterns.
• Network and infrastructure parts such as gateways, session border controllers and enterprise routing dependencies.
• Video conferencing, meeting room technology and integrated collaboration setups.
• Data privacy, audit, information risk, compliance and security rules that apply to communication services.
• Reporting, analytics and API-based data extraction for communication products and environments.
• Project, problem, change, vendor and lifecycle management.
• You look for ways to innovate by spotting improvements and putting in place new strategies, platforms and service upgrades.
• You influence through negotiation, open communication, matrix working, networking and handling conflict constructively.
• You grow others' performance through coaching, mentoring, capability building and knowledge transfer.
• You communicate by building commitment, shaping decisions, getting support, listening actively and understanding others' views.
• You build trusted, value-based relationships with IT leads, service owners, vendors, regional teams, senior management and business stakeholders.

Conditions

Location: Sofia, Bulgaria.

Travel: 00% - 25%.

Relocation is not provided.

The job posting closes on November 6, 2026.

The company builds an inclusive culture around its purpose and four behaviors: curious, empowered, inclusive and agile.

Benefits

• Work with a team that has won awards and sits at the forefront of innovation.
• Work alongside global technology leaders, widening your network and gaining exposure to emerging technologies and methods.
• An agile setting where managers remove blockers so you can test, iterate and improve.
• Career development through global learning programs and leadership development programs.