Unified Communications Team Lead
Job summary
We are seeking a Unified Communications Team Lead to provide technical and team leadership across a live, hybrid Cisco and Webex communications estate.
The Organisation has completed approximately 50% migration to Webex, with the remaining estate expected to stay on Cisco platforms for the next 6-12 months.
This role is focused on:
Stability, performance, and optimisation across both platforms
Managing the complexity of a dual-stack UC environment
Supporting voice and contact centre services in a business-critical healthcare setting
You will act as the senior technical authority, ensuring reliable services while shaping future direction and readiness for eventual migration.
Main duties of the job
As the UC Team Leader, you will be responsible for the operational management, performance, and continuous improvement of the organisation's hybrid Unified Communications environment. You will lead a team of engineers while providing technical leadership across Cisco UC, Webex Calling, Contact Centre technologies, and supporting network infrastructure.
Owning and supporting a hybrid UC estate comprising Cisco CUCM, CUBE, Webex Calling and Control Hub, ensuring seamless interoperability, dial plans, call routing, and SIP integrations.
Maintaining the stability, resilience, security, and performance of both Cisco and Webex platforms, including lifecycle management, upgrades, patching, and risk mitigation.
Supporting and developing Contact Centre solutions, including UCCX and Webex Contact Centre, improving call flows, routing and agent experience.
Ensuring the underlying network infrastructure effectively supports real-time communications through QoS, WAN, LAN, SD-WAN, firewall, and voice network optimisation.
Driving operational excellence through proactive monitoring, service improvement initiatives, performance management, and reliability enhancements.
Providing leadership, management, mentoring, and technical oversight to the UC team, ensuring effective prioritisation of support and improvement activities. Contributing to the strategic roadmap for Unified Communications services, helping prepare the organisation for future technology evolution and migration programmes.
About us
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Person Specification
Qualifications
- Degree in Information Technology, Telecommunications, Computer Science, or a related discipline or equivalent demonstrable specialist experience.
- ITIL Foundation Certificate (or equivalent service management qualification).
- Evidence of continuing professional development in Unified Communications, Voice, or Network technologies.
- Relevant Cisco Collaboration certification or equivalent experience.
- Demonstrable leadership or management training, qualification or equivalent experience.
- Cisco Certified Network Associate (CCNA)
- Project Management Qualification (Prince2, SCRUM, etc)
- Cisco Certified Network Professional (CCNP) Collaboration
- Cisco Certified Specialist - Collaboration Core or Cisco Certified Specialist - Collaboration Applications.
- Foundation Certificate in Cyber Security or equivalent
Skills
- Ability to coach and mentor staff to develop their technical skills and experience
- Able to work on own initiative, is self-motivated and able to motivate others in the team
- Strong verbal and written communication skills, capable of presenting complex technical information clearly to both technical and non-technical audiences
- Strong analytical and problem-solving skills, with the ability to evaluate complex technical issues and develop practical, effective solutions
- Ability to identify opportunities for service improvement and lead the implementation of changes that enhance service quality, resilience and performance
- Proven ability to work to critical deadlines and to effectively prioritise workload
- Excellent interpersonal skills able to engage and build effective relationships at all levels in stakeholder organisations
- Ability to travel within the requirements of the post, including transporting appropriate equipment when required
- Demonstrable ability to provide technical leadership, coaching and support to colleagues, fostering high performance and continuous development
- Proven ability to develop and deliver strategic plans
- Able to support large scale projects
- Experience of Change Management processes
- Experience of leading technical workstreams within infrastructure or Unified Communications projects
Knowledge
- Experience with Cisco CUCM and CUBE
- Strong expertise in: SIP, dial plans, call routing
- Proven experience supporting live enterprise UC environments
- Hands-on experience with: Webex Calling / Control Hub
- Experience supporting:UCCX, UCCE, or Webex Contact Centre
- Strong knowledge of: Routing & switching, QoS for voice/video
- Strong troubleshooting across network + UC layers
- Firewall experience (Palo Alto, Cisco)
Experience
- Significant relevant experience gained in a high-pressure IT Support environment
- Experience of major corporate solutions i.e industry standard network technologies and architectures
- Significant experience of delivering, supporting and troubleshooting complex multi-vendor technical infrastructures
- NHS / healthcare experience
- Experience of Automation / scripting
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Northern Care Alliance NHS Foundation Trust
Address
Salford Royal Hospital / Royal Oldham Hospital
Stott Lane
Salford
M6 8HD
United Kingdom
Employer's website
https://www.northerncarealliance.nhs.uk/