Unified Communications Team Lead

Overview

As Unified Communications Team Lead, you will oversee a live hybrid Cisco and Webex estate, ensuring stability and performance across platforms. You’ll lead a UC team, shape future UC direction, and support voice and contact centre services in a critical healthcare setting. You will balance migration readiness with ongoing operational excellence, acting as the senior technical authority for reliable, secure communications. This role blends hands-on UC expertise with strategic planning for future technology evolution.

Pay / Benefits

• fantastic annual leave allowance
• flexible working opportunities
• protected hours for health and wellbeing activities

Responsibilities

• Lead operational management, performance, and continuous improvement of the hybrid UC environment
• Line-manage and mentor the UC engineering team, providing technical leadership across Cisco UC, Webex Calling, and contact centre tech
• Manage hybrid estate including Cisco CUCM, CUBE, Webex Calling and Control Hub, ensuring proper dial plans and SIP integrations
• Maintain stability, security, and performance of both platforms, including lifecycle management, upgrades, patches, and risk mitigation
• Support and develop UCCX and Webex Contact Centre, improving call flows and agent experience
• Ensure network infrastructure (QoS, WAN, LAN, SD-WAN, firewalls) supports real-time communication
• Drive proactive monitoring, service improvements, and reliability enhancements
• Contribute to strategic UC roadmap and migration programmes for future technology evolution

Key requirements

• Degree in IT, Telecommunications, Computer Science or related field or equivalent demonstrable experience
• ITIL Foundation or equivalent service management qualification
• Proven Cisco Collaboration certification or equivalent experience
• Demonstrable leadership or management training or experience
• Experience with Cisco CUCM and CUBE, Webex Calling and Control Hub, and live enterprise UC environments
• Experience with UCCX, UCCE, or Webex Contact Centre
• Strong communication and stakeholder engagement skills
• Ability to prioritise under pressure and meet critical deadlines

• Coaching and mentoring
• Clear written and verbal communication for technical and non-technical audiences
• Analytical problem-solving and practical solution delivery
• Cisco CUCM and CUBE
• Webex Calling / Control Hub
• SIP, dial plans, call routing

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