OpenScape Telephony Engineer

Telephony Engineer

Location: On-site, 5 days per week, then Hybrid Leicester

Type: Permanent / Full-Time

Recruiter: Walter Everett - partnering with a large consultancy

Sector: IT Infrastructure

About the Role

Walter Everett is partnering with a large consultancy to hire a Telephony Engineer to join a dedicated team providing support and project delivery across multiple customer environments.

This is an excellent opportunity to work within a complex and evolving telephony landscape, providing both BAU operational support and project implementation across a range of technologies.

While experience with OpenScape 4000 is highly desirable, the company has confirmed they are open to cross-training candidates with strong experience in other PBX systems (such as Mitel, Cisco, or Avaya).

• What You'll Be DoingProvide day-to-day operational support across a wide range of telephony infrastructure, including proactive health checks and reporting.
• Manage incidents, problems, requests, and changes in line with ITIL best practice, ensuring SLAs are consistently met.
• Deliver project-related work such as the installation and configuration of new telephone systems or equipment.
• Create and maintain up-to-date documentation, including telephony diagrams and configuration details.
• Manage, configure, upgrade, and support telephony technologies, including:
• OpenScape 4000 (or equivalent PBX)
• MS Teams Voice
• Netcall Contact Centre
• Session Border Controllers
• VoIP / SIP platforms
• Proactively identify and implement improvements to enhance system stability, availability, and performance.
• Ensure all systems adhere to established technical and compliance standards.
• Build strong working relationships within the wider engineering team, sharing knowledge and contributing to issue resolution.
• Participate in on-site physical work when required and provide excellent customer-facing support.
• Manage time effectively, work logically under pressure, and deliver tasks to agreed deadlines.
• Travel between sites as needed.
• Participate in a 24/7 on-call rota (as required).

What Experience You'll Bring

Essential:

• Strong troubleshooting skills across technical, multi-site, and multi-discipline telephony environments.
• Proven experience with OpenScape 4000 or another enterprise PBX system.
• Understanding of analogue telephone wiring and concepts.
• Experience supporting VoIP solutions and SIP-based platforms.
• Confident in communicating with end users in a clear, non-technical manner.
• Experience managing challenging or demanding users.

Desirable:

• Experience with Contact Centre technologies (e.g. Netcall).
• Knowledge of MS Teams Voice integration.
• Understanding of voicemail services and telephony integrations.
• ITIL v4 Foundation certification.
• Basic networking knowledge (IP routing, VLANs, QoS, etc.).
• AttributesDemonstrates strong practical problem-solving ability.
• Contributes actively to continuous improvement initiatives.
• Displays professionalism and a commitment to excellence.
• Communicates clearly and effectively at all levels.
• Reliable, adaptable, and proactive in supporting the organisation's IT and telephony operations.

Reasonable Adjustments

If you require any reasonable adjustments or support during the recruitment process, please let us know. We'll do our best to accommodate your needs to ensure a fair and accessible experience for all applicants.