At a Glance
- Tasks: Lead and support global voice communications, ensuring reliability and security.
- Company: Join Smiths Detection, a leader in security technology making the world safer.
- Benefits: Flexible benefits, career growth opportunities, and a focus on wellbeing.
- Other info: Inclusive culture celebrating diversity and offering excellent training.
- Why this job: Be at the forefront of innovative communication solutions in a dynamic environment.
- Qualifications: Experience in Unified Communications, Microsoft Teams, and telephony management required.
The predicted salary is between 63000 - 77000 £ per year.
Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.
Smiths Detection, a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place.
Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.
Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.
This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.
Job Description
We are seeking an experienced Unified Communications (UC) Manager to own and support our global voice and telephony environment.
This is a hands on technical role that combines enterprise telephony, call routing, contact centre technologies, supplier management, and cloud communications.
You will be responsible for ensuring the reliability, security, and continuous improvement of our voice platforms while acting as the technical lead for key partners including AT&T, DXC, AWS, and telecommunications providers.
This role is ideal for someone who has evolved beyond traditional telephony administration and has experience designing call flows, managing complex routing environments, supporting contact centre solutions, and delivering modern cloud-based voice services.
The Opportunity
As Unified Communications Manager, you will be the technical owner of Smiths Detection's global voice communications estate, supporting technologies including:
- Microsoft Teams Phone
- Direct Routing
- Session Border Controllers (SBCs)
- Call Routing and Dial Plan Services
- Teams Rooms
- Carrier services and telecommunications operations
You will work closely with Network Engineering, Cybersecurity, Service Delivery teams, and external providers to ensure our global communications platforms remain resilient, secure, and aligned to business needs.
What You'll Be Doing
- Unified Communications & Telephony Management
- Lead the day-to-day administration and support of enterprise telephony services, including Microsoft Teams Phone, SBCs, PBX systems, voicemail platforms, and telephony gateways.
- Manage SIP trunking, POTS services, carrier connectivity, numbering plans, and global telephony provisioning.
- Administer and optimise Teams Phone services including Direct Routing, Call Queues, Auto Attendants, Teams Rooms, and Survivable Branch Appliances.
- Support telephony infrastructure upgrades, migrations, and cloud transformation initiatives.
- Call Routing & Contact Centre Technologies
- Design, configure, and support complex call routing solutions across global business operations.
- Manage dial plans, number management, routing policies, failover scenarios, and voice resilience strategies.
- Support integrations between enterprise telephony platforms and contact centre technologies.
- Work with business stakeholders to ensure call flows, customer routing journeys, and operational requirements are effectively delivered.
- Support and optimise contact centre solutions, including queue management, routing logic, reporting, and integration with collaboration platforms.
- Act as a subject matter expert for voice architecture and customer communication technologies.
- Administer and maintain Session Border Controllers including Ribbon, Audio Codes, or equivalent platforms.
- Ensure secure voice routing, certificate management, policy enforcement, and service continuity.
- Act as the primary technical contact for AT&T, DXC, AWS, telecommunications carriers, and managed service providers.
- Manage escalations, service reviews, provisioning requests, and supplier performance activities.
- Service Reliability & Support
- Provide third-line support for complex voice incidents and operational issues.
- Perform root cause analysis on call quality problems, outages, routing failures, and service disruptions.
- Monitor telephony health, call analytics, voice quality metrics, and service performance dashboards.
- Drive continuous improvement activities to enhance service availability and user experience.
- Security, Compliance & Governance
- Ensure telephony services comply with corporate security standards and industry best practices.
- Support SIP security, voice encryption, SBC hardening, fraud prevention, and emergency calling requirements.
- Maintain operational runbooks, technical standards, architecture documentation, and support procedures.
- Partner with Cybersecurity and Infrastructure teams to maintain a secure and compliant communications environment.
Essential Experience for this role
- Significant experience supporting enterprise Unified Communications and telephony environments.
- Strong hands-on experience with Microsoft Teams Phone and Direct Routing.
- Experience administering SBC technologies such as Ribbon, Audio Codes, or equivalent.
- Proven experience managing SIP trunking, Vo IP services, carrier platforms, and PBX systems.
- Experience designing and supporting complex call routing architectures and dial plans.
- Experience supporting or integrating contact centre technologies and customer communication platforms.
- Strong understanding of global telephony operations and carrier services.
- Experience managing technical relationships with telecommunications providers and managed service partners.
- Proven ability to troubleshoot voice quality, routing, and infrastructure issues.
Technical Knowledge
- Microsoft Teams Phone
- Direct Routing
- SIP and Vo IP protocols
- Session Border Controllers
- PBX and voice platforms
- Call flow design and routing technologies
- Contact centre and customer interaction platforms
- Dial plans and global numbering strategies
- Qo S, voice networking, and WAN optimisation
- Telephony security and fraud prevention
- Cloud voice services and integrations
Skills
- Strong analytical and problem-solving capabilities.
- Excellent stakeholder and vendor management skills.
- Ability to work independently and manage critical business services.
- Excellent communication and documentation skills.
- Ability to lead technical projects, migrations, and service improvement initiatives.
Qualifications
- Degree in Information Systems, Telecommunications, Computer Science, or equivalent professional experience.
- Ribbon or Audio Codes certifications.
- Telecommunications or Unified Communications vendor certifications.
- Additional Information
Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally.
You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing.
You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial andlifestyle perspective.
Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.
We believe that different perspectives and backgrounds are what make a company flourish.
All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics.
We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
At no time during the hiring process will Smiths Detection, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing.
Avoid fraudulent requests by applying jobs directly through our career’s website.
By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply
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Unified Comms Manager employer: Smiths Group
At Smiths Group, we pride ourselves on being an excellent employer that fosters a dynamic and collaborative work culture in Slough. Our commitment to employee growth is evident through continuous training opportunities and a focus on innovation, allowing you to make a meaningful impact in the supply chain sector. Join us to be part of a team where your analytical skills will not only be valued but also drive significant improvements in our operations.
StudySmarter Expert Advice🤫
We think this is how you could land Unified Comms Manager
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Smiths Group and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like Smiths Group.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace Unified Comms Manager
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at Smiths Group.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at Smiths Group.
How to prepare for a job interview at Smiths Group
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
