Collaboration Engineer (Telephony Systems) Maternity Cover

The IT & Digital directorate is central to where we are going as a university and the experience we offer to both our professional colleagues and our students. The work we do impacts significantly on both the personal and learning experience of those who study here. We are committed to developing and maintaining highly usable, fast, flexible and personalised IT services that reflect the changing needs of our growing university. 

About the role: 

You will be a part of the Collaboration Team who are primarily responsible for the management and delivery of our enterprise Collaboration solutions, including major installations of Microsoft email platforms, Office 365 technologies and Cisco Telephony solutions. The team along with others makes up the Infrastructure & Operations Department, consisting of approximately 40 staff members across multiple specialist areas. 

Over the last several years the department has embarked on a process of transformational change. Projects have included the migration and enhancement of our document collaboration and storage platform (SharePoint Online) as well as rolling out Microsoft Teams across the organisation. We are also embarking on a Telephony Modernisation project to refresh and update our entire Telephony platform and service offering. 

We are looking for an experienced and customer-focussed technical professional to help assist us on that continuing journey of change in the Collaboration area. This is an incredibly exciting opportunity to be at the forefront of driving positive change for both staff and students at Manchester Met. 

The primary focus of the role is to act as a Telephony Engineer, assisting in the day-to-day management and BAU support of the University Telephony infrastructure. The role will also support the diverse suite of other collaboration technologies in use at Man Met. You will play a supporting role in shaping critical pieces of work and innovative change within your specialist area. Using your experience in the field you will also provide guidance to junior members of the team where required. 

About you:  

The role requires you to have experience of working in technical teams with a strong background in the support and management of enterprise level telephony technologies. 

You should have excellent communication skills, with the ability to work and interact with teams to deliver on agreed deadlines. You will also have a customer service focused approach, along with excellent analytical and problem-solving skills. 

In return, this role offers an excellent opportunity to develop not only your skills but also drive change and new technology in this exciting area of IT delivery. 

Essential Skills: 

• Experience of managing cloud-hosted phone platforms (e.g. Gamma's SIP Trunk Call Manager, Horizon, and Horizon Contact Centre)  
• Experience of using Putty and VMware to manage the server infrastructure 
• Technical collaboration and communication background, up to and including 3rd line with proven ability to diagnose and resolve call routing issues and other Telephony platform incidents 
• Experience of liaising with key stakeholders including internal customers and external partners  
• Knowledge and experience of configuring and managing Contact Centres 
• Knowledge and experience of using/ managing endpoint devices i.e. Cisco deskphones, Cisco Jabber, Cisco Webex, Cisco Call Manager and Unity using Cisco Real Monitoring Tool 
• Knowledge and experience of using a Service Management Tool (e.g. Freshservice) 
• Familiar with ITIL processes (Incident Management, Change Management, Problem Management) 
• Ability to work and interact with other technical teams to deliver tasks and objectives. 

To learn more about role and requirements, please read the Job Description and Candidate Pack.   

If you would like to join our people and share our ambition, we would love to hear from you!  

Application & Assessment: 

• To apply, please submit a CV and cover letter. In the cover letter, please include responses to the below: 
• Your experience of management of telephony infrastructure as well as customer engagement activities (including capturing and gathering requirements) 
• Describe your experience in stakeholder management. 
• Interviews are expected to be held in the w/c 24 November 2025. 
• For informal enquiries, about this vacancy, please contact Qadeer Hussain (Infrastructure Team Leader) on Q.Hussain@mmu.ac.uk 

We believe in working together, sharing knowledge and valuing everyone's contributions. Develop your skills, further your knowledge and be part of a team who are transforming lives, every single day!   

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from local and international communities, including those from Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals. 

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support. 

Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups. 

Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria as listed in the attached Job Description for that vacancy. 

This vacancy is expected to attract a high volume of applications. Therefore, under the Disability Confident Scheme, only disabled people who apply under the scheme and best meet the essential criteria will be offered an interview.