Senior Infrastructure Engineer (UC) - Voice

On behalf of UK Parliament , we are looking for a Senior Infrastructure Engineer (UC) - Voice (Inside IR35) for a contract until March 2027 (with potential for extension) based hybrid in London .

The Unified Communications Team is a dedicated 3rd Line engineering capability and is responsible for managing , supporting, and evolving Parliament’s collaborative ecosystem, including core telephony services (VoIP, MS Teams Voice, and Contact Centres) and messaging services (Exchange Online, hybrid Exchange, mail security, compliance).

The team sits under the Enterprise Technology directorate, under the Office of the Chief Technology Officer which supports Parliament in delivering its democratic mission by providing secure, resilient and innovative technology services that are user centred and strategically aligned. Enterprise Technology provides the foundations and core business platforms that Parliament relies on every day.

The Role

The Senior Infrastructure Engineer acts as a Subject Matter Expert and technical authority within this domain. You will deliver complex technical implementations, provide the final point of escalation for critical incidents, and drive the "Value Stream" approach, shifting focus from reactive maintenance to proactive service improvement. While this role has no line management responsibilities, you will be expected to raise the technical capability of the wider team through active mentorship and the definition of engineering standards.

The post-holder is expected to operate in line with GDAD principles , championing user needs, promoting agile ways of working, and actively driving a culture of technical excellence across their domain.

As a Senior Infrastructure Engineer (UC) - Voice , your main responsibilities will be:

- As a Senior Infrastructure Engineer (Unified Communications), your role will include technical delivery, day to day management and ongoing support of Unified Communications systems and meeting room technologies. You will represent the UC team across the organisation and lead on change management and major incident management .
- 3rd line technical delivery: Lead the planning, execution, and quality assurance of complex technical work packages and large-scale deployments within the UC platform (specifically Microsoft Teams Voice and SIP infrastructure), ensuring alignment with architectural guidance and minimising service disruption.
- 3rd line incident resolution and management : Act as the 3rd line escalation point for major incidents and complex problems regarding voice quality, signalling, and conferencing. Drive deep-dive diagnosis and root cause analysis where 1st and 2nd line efforts have been exhausted.
- Technical documentation and standards: Design and create high-quality, comprehensive technical documentation (e.g., SIP call flow diagrams, detailed runbooks, and meeting room configuration standards) to ensure consistent deployment and knowledge sharing across the engineering team.
- Technical mentorship: Provide expert technical coaching and guidance to Infrastructure Engineers. Actively review configuration work, share best practices, and support the professional development of colleagues without formal line management duties.
- Service improvement and automation: Proactively identify and execute technical improvements and automation opportunities (e.g., PowerShell scripting for user provisioning, automated call quality testing) to reduce manual effort, remove technical debt, and improve operational resilience.

PLEASE NOTE: SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

Essential:

- Core Unified Communications implementation: Experience of successfully designing and implementing complex changes within Unified Communications environments, including Microsoft Teams Voice, SIP trunking and Session Border Controllers (SBCs). Must demonstrate deep technical understanding of the primary stack and the ability to execute major system upgrades or migrations while minimising service disruption.
- Experience supporting enterprise voice platforms, including AudioCodes devices, Session Border Controllers (SBCs) or similar telephony infrastructure.
- 3rd line problem resolution: Experience of successfully diagnosing and resolving high-priority, complex technical incidents (involving deep analysis of packet captures, SIP signalling, or A/V quality) where lower-level support has failed. Must demonstrate the ability to apply logical problem-solving techniques to restore service efficiently.
- Technical leadership and mentorship: Ability to lead technical work packages and provide effective technical mentorship to junior engineers. Must demonstrate the ability to share complex technical knowledge, provide constructive feedback on engineering work, and support the upskilling of the wider team.
- Equality, diversity and inclusion: Commitment to equality, diversity and inclusion, promoting a positive and inclusive working environment aligned with organisational values.

Desirable:

- Specialised hardware and Contact Centre configuration: Experience configuring and supporting Unified Communications technologies, including Teams Rooms, device management platforms, AV technologies and/or enterprise Contact Centre solutions.
- Relevant certification: Possession of, or working towards, relevant industry certifications (e.g., Microsoft 365 Certified: Teams Administrator Associate) or equivalent experience.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, UK Parliament encourage applications from disabled and neurodivergent candidates . Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces commitment

As a signatory of the Armed Forces Covenant, UK Parliament welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".