Unified Communications Engineer

As a Unified Communications Engineer at First Focus, you will be responsible for scoping and delivering Unified Communications solutions specifically designed for SME and mid-sized customers. This includes providing both onsite and remote support for voice infrastructure, troubleshooting a wide range of UC problems, and collaborating with engineering teams on complex escalations. Additionally, you’ll contribute to both on-premises and cloud deployments and assist with IVR call flow scripting, among other tasks.

To succeed as a Unified Communications Engineer at First Focus, significant experience in the telecommunications industry is essential. You should have a solid understanding of Unified Communications technologies, particularly those offered by leading vendors like Mitel, Avaya, or Cisco. Familiarity with technologies such as VMWare, SIP Trunking, and various networking concepts is also important. A self-motivated mindset and excellent communication skills are crucial for interacting with clients and the team.

At First Focus, we pride ourselves on maintaining a dynamic and collaborative work environment. As a Unified Communications Engineer, you can expect a flexible working setup that supports a healthy work-life balance. Our company culture emphasizes continuous growth with various training sessions, mentorship programs, and opportunities for professional development. You'll be part of a team that values diversity, inclusion, and personal well-being.

First Focus is committed to your professional growth as a Unified Communications Engineer. We offer 10 paid study days annually to support your pursuit of certifications, and we recognize your achievements with pay increases for passed exams. With access to internal training sessions and our FastTrack mentorship program, you’ll have the resources and guidance necessary to develop your skills and advance your career.

First Focus is dedicated to fostering a diverse and inclusive workplace. We welcome applications from Neurodiverse candidates and recommend disclosing any specific needs along with your application. We are supportive of flexible options that best showcase your skills and align with our core values of equality, charity, and environmental responsibility, which are embodied by our MAD (Making A Difference) Council.

In answering this question, emphasize your background with specific Unified Communications technologies you have worked with, especially any relevant experience with Mitel, Avaya, or Cisco. Provide examples of UC projects or implementations you've contributed to, highlighting your problem-solving skills and how you managed challenges that arose.

When responding, outline your systematic approach to troubleshooting. Discuss how you would first gather relevant information from users, then use diagnostic tools to identify the problem, and finally implement solutions. Provide an example of a challenging issue you've resolved and the steps you took. This demonstrates your analytical skills and methodical thinking.

Highlight your exposure to cloud-based Unified Communications as a Service solutions, such as Microsoft Teams or Zoom. Discuss specific projects where you implemented, maintained, or supported these solutions. Share any challenges you faced and how you overcame them, showcasing your adaptability to emerging technologies.

Discuss your organizational skills and tools you use for effective task management. Mention techniques like prioritization matrices or project management software that help you stay on track. Providing an example of a time you successfully managed competing deadlines will reinforce your ability to handle multiple responsibilities.

IVR call flows are crucial for guiding callers through automated options. In your answer, describe your experience designing and updating IVR systems, your understanding of user experience principles, and the tools you utilize for scripting. Provide an example of an IVR project you worked on and its impact on call handling.

Emphasize the importance of clear and proactive communication. Discuss strategies such as regular updates, setting expectations, and being open to feedback. Share an example of how you navigated a client relationship during a complex implementation to reach a successful outcome, showcasing your interpersonal skills.

Provide a specific example where your contributions led to a successful team outcome. Highlight your role, the challenges faced, and how your collaboration and communication with team members were key in overcoming those challenges and achieving objectives.

Discuss the critical nature of documentation in ensuring clarity and continuity in Unified Communications projects. Talk about the types of documentation you produce, such as technical guides or user manuals, and how they assist both team members and end users in understanding and utilizing UC technologies effectively.

Mention specific resources you utilize to stay informed, such as industry publications, webinars, or professional networks. Describe any communities you’re part of and explain how they help you remain aware of advancements, best practices, and potential challenges in the industry.

Explain your strategies for effective remote support, including tools you use for troubleshooting and collaboration, like remote desktop applications or video conferencing. Provide examples of remote issues you've resolved, demonstrating your ability to maintain service quality even when not physically present.