Unified Communications Engineer

At Informa, no two days and no two people are the same, and you'll find the freedom, opportunity and support of a fantastic community to make a real impact.

We're an international business that connects specialists with knowledge, helping them to learn more, know more and do more through live and on demand events, digital and data-driven services and academic research.

We are home to over 14,000 colleagues across 30 countries and are a member of the UK's FTSE 100 group of leading public companies.

In Global Support, we provide expert guidance and hands-on support to the Informa Group and Informa's many business teams. Across tech, finance, legal, corporate development, HR, communications, operations and many other areas, we work collaboratively and flexibly to help our brands serve their customers and help the company succeed.

This role is based in our Dubai Office - One Central Tower.

Overview:The Unified Communications (UC) Engineer sits within our specialized global Unified Communications team of five engineers, which forms part of the wider Technology Services & Solutions (TS&S) department. TS&S is Informa's dedicated technology organization that drives innovation across our global operations, delivering cutting-edge solutions in AI, cloud infrastructure, and unified communications that directly support our mission as a leading international business connecting specialists worldwide.

In this role, you'll manage and optimize integrated communication systems across Informa's worldwide operations, with particular focus on our Middle Eastern regional infrastructure. Working strategically with our global managed service providers for Teams Telephony, Genesys PureCloud, and Teams Meeting Rooms, alongside local SIP carriers, you'll ensure these critical systems deliver reliable performance and optimal support for our colleagues and customers globally.

Key Technologies: 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.

Reports to: Director of Collaboration and Identity

Team: Global UC Engineering team (5 members total: 4 UC Engineers + 1 Principal UC Engineer)

What you'll do

Technical Engineering

• Work as part of a global UC team in conjunction with our global Managed Service Providers to administer and support our Key UC Technologies;
  • Microsoft Teams Phone System, Operator Connect Cloud and Direct Routing with local SIP circuits and AudioCodes SBCs,
  • Genesys PureCloud,
  • Microsoft Teams Rooms,
  • ASC Recording Insights & Tiger Prism Call Analytics.

• Be the technical lead on projects and initiatives especially within the Middle East Region, from capturing business requirements through to implementation. This could be a new office build whereby our SIP and SBC services need to be commissioned or migrating large groups of colleagues onto our Teams Telephony, Genesys PureCloud or ASC platforms.
• Maintain our global configuration policies and standards, including voice routing, dial plans & emergency calling policies across the global organization.

• Maintain and manage changes to our Session Border Controllers and SIP carriers.

• Monitor and identify capacity and performance issues to ensure 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, particularly within the UAE, India, Saudi Arabia, Bahrain & Egypt regions.
• Design and configure call flows, auto-attendants, call queues & voicemail.
• Perform moves, adds, changes, and deletes across all our UC technologies.
• Troubleshoot and resolve incident tickets.
• Create and maintain technical documentation, architecture diagrams and guides.
• Research and evaluate emerging technologies, products, and features to identify opportunities for service enhancement and innovation.
• Ensure our UC technologies remain secure, compliant and resilient, in accordance with our Information Security and Data Privacy teams.
• Approximately 60% of time working on projects and initiatives and 40% of time working on incident and request tickets from ServiceNow.

Project & Team Collaboration

• Work effectively within a globally distributed five-person UC Engineering team across multiple time zones, participating in regular team meetings regardless of local time.
• Provide guidance and mentorship to junior team members.
• Collaborate with our wider technology teams including Enterprise Architects, Network Engineers, and O365 teams.
• Provide regional support with travel up to 10% of the time to support countries in the region including Egypt, India, Bahrain, and Saudi Arabia.
• Provide on-site and remote technical assistance to our local office IT support teams for complex deployments and troubleshooting.
• Coordinate with our partners and vendors, including our global managed service partners for Telephony and Meeting Room support as well as Microsoft support and assist with our local telecommunications SIP carrier relationships.
• Assist project teams with technical issues in planning and implementation phases.
• Conduct site surveys and assessments for new office locations or system upgrades.
  
  

What you'll need

Core Technical Expertise:

To thrive in this role you will need in-depth knowledge and experience in at least three of our key UC technology areas below:

• Microsoft Teams Phone: In-depth experience (ideally 5+ years) with deploying, administering and supporting Microsoft Teams Phone System, Direct Routing, Operator Connect, Auto Attendants and Call Queues.
• Genesys PureCloud: Strong experience with Genesys PureCloud contact centre administration including call routing, queue management, skills-based routing, and workforce management. Proficiency in user provisioning, reporting, analytics, and integrations with Salesforce and Microsoft Teams. Knowledge of telephony configuration, trunk management, and API integration capabilities.
• Voice over IP (VoIP) & Protocols: Strong knowledge of VoIP technologies and related protocols like SIP, H.323, and MGCP (TCP/UDP). This includes experience with Session Border Controllers (SBCs) from vendors like AudioCodes & Ribbon for connectivity to the PSTN (Public Switched Telephone Network).
• Networking Fundamentals: An intermediate understanding of networking concepts such as VLANs, QoS (Quality of Service), and firewalls to ensure high call quality and reliable service.
• Microsoft Teams Rooms: Experience with Microsoft Teams Rooms (MTR) technology and meeting room solutions, Windows and Android. Knowledge of Intune device management and policies in relation to MTR.
• Microsoft 365 & Azure AD: Experience with the broader Microsoft 365 ecosystem, including Azure Active Directory, Exchange Online, and security/compliance features. Proficiency in PowerShell for automation, configuration, and administration tasks.
• Compliance Recording & Call Reporting: Experience with call accounting systems and compliance recording solutions.

Essential Professional Skills:

Alongside the technical expertise, you'll need:

• Problem-Solving: Strong analytical and troubleshooting skills including in voice quality and connectivity issues.
• Communication: Excellent communication skills to interact with technical teams, vendors, and non-technical end-users. Excellent written and verbal communication skills for stakeholder engagement and technical documentation.
• Global Collaboration: Ability to travel internationally and work effectively across different cultures. Excellent time management skills and ability to work flexible hours to accommodate global team collaboration.
• Project Management: Proven experience of 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.
• Learning and Innovation: Ability to hit the ground running and learn new technologies quickly. Self-motivated to research and stay up-to-date with emerging technologies, product features, and roadmaps within UC, including AI and automation.

Beneficial Qualifications & Experience:

• Industry certifications in Microsoft Teams, Genesys PureCloud, or telecommunications technologies
• Knowledge of Middle Eastern telecommunications regulations
• Worked within ServiceNow and ITIL Service Management framework
• Understanding of Agile Scrum methodologies
  
  

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces like at an Informa event you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here's some of what you can expect when you join us. But don't just take our word for it see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Time out: 25 days annual leave, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• Broader impact: take up to four days per year to volunteer.
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World team day and active diversity and inclusion networks.
• Annual Flight entitlement after completing 1 year service paid as a cash amount.
• A comprehensive company funded private medical insurance with optical and dental coverage.
• A Share Match scheme that allows you to become an Informa shareholder from the start of your employment, and benefit from free matching shares.
• Recognition for great work, with global awards and kudos programmes.
• Strong wellbeing support through EAP assistance, mental health first aiders, and access to health apps and more.
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves.
• As an international company, the chance to collaborate with teams around the world.

We're not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most although not all of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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. Ask us or see our website for full information.

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