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 setting – 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.

📌 Manager Unified Communications (Sydney)
🏢 VOCUS
📍 Sydney