The Unified Communications Analyst plays a pivotal role within the ICT department, focusing on enhancing and maintaining effective communication channels both internally and externally. 

The analyst collaborates closely with the Unified Communications Architect and other key stakeholders to ensure the seamless flow of information, configuration and maintenance of key telecommunications systems. 

The Unified Communications Analyst is responsible for the planning, implementation, administration, and support of unified communications technologies within the organization. This includes VoIP systems, instant messaging, and collaboration tools such as Microsoft Teams, Cisco Webex, and similar solutions. The UC Analyst ensures seamless and secure communication across the enterprise, working closely with IT teams and operation leads and end users to optimize performance and user experience.

Key Responsibilities:

• Implementation: Support planning, configure, and deploy unified communications systems, including VoIP, SIP trunking, and messaging platforms and integration with CRM
• Monitoring & Maintenance: monitor system performance and reliability; conduct regular maintenance, support patching, and upgrades to ensure high availability and security.
• Support & Troubleshooting: Provide Tier 2/3 support for UC-related issues, including call quality problems, device configurations, and network diagnostics.
• Integration & Optimization: Integrate UC solutions with other enterprise applications (e.g., Microsoft 365, Active Directory, CRM systems). Analyse usage patterns and propose improvements.
• Vendor Management: Collaborate with vendors and service providers to manage licenses, escalate issues, and implement new features or services.
• Documentation & Training: Create and maintain system documentation (CMDB), user guides, and training materials. Deliver training sessions or resources to end users.
• Security & Compliance: Ensure UC systems comply with security standards and regulatory requirements. Work with InfoSec teams to implement encryption, authentication, and access controls.
• Stakeholder Coordination: Collaborate with operational team to assist with contract mobilisation and configuration

Skills & Experience 

• Knowledge of Testing Processes and PCI DSS
• Minimum of 2 years in similar role
• Knowledge of ITIL Processes - desirable
• ITIL qualification - desirable