Informa Group Plc. is hiring a Unified Communications Engineer to manage and optimize our integrated communication systems across global operations, with a particular focus on the Middle Eastern region. In this role, you will ensure reliable performance and optimal support for colleagues and customers worldwide through strategic work with global managed service providers and local carriers.
What You'll Do
- Administer and support key UC technologies including Microsoft Teams Phone System, Genesys PureCloud, Microsoft Teams Rooms, ASC Recording Insights, and Tiger Prism Call Analytics.
- Act as the technical lead on projects and initiatives within the Middle East Region, from capturing business requirements through to implementation.
- Maintain global configuration policies and standards, including voice routing, dial plans, and emergency calling policies.
- Manage changes to Session Border Controllers and SIP carriers.
- Monitor systems to identify capacity and performance issues, ensuring uninterrupted operations.
- Troubleshoot voice quality issues and implement solutions to optimize call quality.
- Manage telephone number porting processes across multiple carriers and countries.
- Ensure adherence to country-specific telecom regulations within the UAE, India, Saudi Arabia, Bahrain, and Egypt.
- Design and configure call flows, auto-attendants, call queues, and voicemail.
- Perform moves, adds, changes, and deletes across all UC technologies.
- Troubleshoot and resolve incident tickets.
- Create and maintain technical documentation, architecture diagrams, and guides.
- Research and evaluate emerging technologies to identify opportunities for service enhancement.
- Ensure UC technologies remain secure, compliant, and resilient.
- Collaborate effectively within a globally distributed UC Engineering team across multiple time zones.
- Provide guidance and mentorship to junior team members.
- Collaborate with wider technology teams including Enterprise Architects, Network Engineers, and O365 teams.
- Provide regional support with travel up to 10% of the time to countries including Egypt, India, Bahrain, and Saudi Arabia.
- Provide on-site and remote technical assistance to local office IT support teams.
- Coordinate with partners and vendors, including global managed service partners, Microsoft support, and local SIP carriers.
- Assist project teams with technical issues in planning and implementation phases.
- Conduct site surveys and assessments for new office locations or system upgrades.
What We're Looking For
- In-depth knowledge and experience in at least three of the key UC technology areas: Microsoft Teams Phone System, Genesys PureCloud, VoIP & Protocols, Networking Fundamentals, Microsoft Teams Rooms, Microsoft 365 & Azure AD, Compliance Recording & Call Reporting.
- Strong analytical and troubleshooting skills for voice quality and connectivity issues.
- Excellent written and verbal communication skills for stakeholder engagement and technical documentation.
- Ability to travel internationally and work effectively across different cultures.
- Excellent time management skills and ability to work flexible hours for global team collaboration.
- Proven experience being a technical lead on projects.
- Ability to manage stakeholder expectations and provide clear project updates.
- Proven ability to manage multiple initiatives simultaneously.
- Successful experience in gathering business requirements and translating them into technical solutions.
- Ability to learn new technologies quickly.
- Self-motivated to research and stay up-to-date with emerging technologies, product features, and roadmaps within UC.
Nice to Have
- Industry certifications in Microsoft Teams, Genesys PureCloud, or telecommunications technologies.
- Knowledge of Middle Eastern telecommunications regulations.
- Experience working within ServiceNow and an ITIL Service Management framework.
- Understanding of Agile Scrum methodologies.
Technical Stack
- Microsoft Teams Phone System
- VOIP, SIP Trunking & Session Border Controllers (AudioCodes)
- Genesys PureCloud
- Microsoft Teams Rooms
- ASC Recording Insights Compliance Call Recorder
- Tiger Prism Call Analytics & Reporting
- Direct Routing, Operator Connect
- PowerShell
Team & Environment
You will join a global UC Engineering team of 5 members total: 4 UC Engineers + 1 Principal UC Engineer. The team is part of the wider Technology Services & Solutions (TS&S) department and reports to the Director of Collaboration and Identity.
Benefits & Compensation
- 25 days annual leave, plus a birthday leave day.
- Chance to work from (almost!) anywhere for up to four weeks a year.
- Up to four days per year to volunteer.
- In-person and online social events, Walk the World team day, active diversity and inclusion networks.
- Annual Flight entitlement after completing 1 year service paid as a cash amount.
- Comprehensive company-funded private medical insurance with optical and dental coverage.
- Share Match scheme to become an Informa shareholder.
- Global awards and kudos programmes.
- Strong wellbeing support through EAP assistance, mental health first aiders, and access to health apps.
- Career development with bespoke training, mentoring platforms, and on-demand access to LinkedIn Learning.
- Encouragement and support for internal job moves.
- Chance to collaborate with teams around the world.
Work Mode
This is a hybrid position based out of our Dubai Office - One Central Tower.
At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.
