Specialist Engineer - Voice Platform Support

Why this role matters

We’re seeking a highly motivated and innovative Specialist Engineer to support the rollout and evolution of a new product within the EEoP, embedded in BT Business’s IPCOMMS platform. This is a pivotal opportunity to shape how we deliver strategic voice services to over 1.5 million customers.

You’ll be a key player in:
•    Driving innovation across the EEoP product lifecycle, identifying opportunities to improve how we work and deliver.
•    Implementing automation to streamline operations and reduce manual overhead.
•    Redefining processes to enhance service reliability, scalability, and speed.
•    Challenging existing models and introducing smarter, more efficient ways of working

Key Responsibilities:
•    Provide expert-level support for EEoP services within the IPCOMMS platform, ensuring robust performance across both model and production environments.
•    Rapidly diagnose and resolve technical failures using deep technical knowledge and problem-solving skills.
•    Deliver specialist support across products, platforms, and services, ensuring seamless service for internal and external customers.
•    Collaborate with engineering and product teams to embed automation and continuous improvement into the EEoP delivery model.
•    Ensure the platforms and systems you support continue to underpin BT’s strategic voice services, which are consumed by residential, SME, and enterprise customers—contributing significantly to BT’s financial performance.
This role is ideal for someone who thrives on transforming legacy systems, leading change, and delivering impact through technical excellence and process innovation.

In this role you will be part of a friendly community who are all technical enthusiasts in their field. This role provides the opportunity for personal growth and career development.

This role is based in Bristol and our hybrid working model means you are expected to be in the office 3 days per week.

You'll have the following responsibilities

•    Lead and set the customer expectations of service and SLA for P1, P2, P3, and Service Impacting (SI) incidents, ensuring timely and effective resolution aligned with business-critical priorities. (Communicating with Vendors, third line and first line to ensure a concise and professional auditable communication trail).
•    Resolve customer-reported issues within SLA targets, using the most efficient fix methods while maintaining clear, proactive communication throughout.
•    Drive root cause analysis for recurring or high-impact issues, taking ownership of corrective actions and collaborating across teams to implement sustainable solutions. (Usually by liaising and working with third parties or third line teams).
•    Design and implement KPI monitoring frameworks to track team performance, ticketing standards, and service health—using insights to drive accountability and continuous improvement.
•    Champion a culture of innovation and technical excellence, mentoring peers and promoting knowledge sharing to uplift the team’s capability and confidence.
•    Be a visible leader in embedding the team’s core values—Analyse, Accelerate & Automate—by challenging the status quo, introducing automation, and streamlining workflows.
•    Highlight areas for improvement and take ownership of designing and delivering change—either independently or in collaboration with internal and external teams.
•    Engage with key suppliers to drive service improvements and ensure alignment with operational goals and standards.
•    Contribute to system development and enhancement, working with third line to assist and be a lead in technical changes and upcoming enhancements.
•    Support shift-left initiatives by delivering training and upskilling activities that empower the team to manage events, incidents, and technical issues more efficiently.
•    Actively participate in team forums, including meetings, audios, and management updates, to ensure alignment, visibility, and engagement.
•    Lead knowledge-sharing sessions with internal and external operations teams to foster collaboration and accelerate learning.
•    Demonstrate flexibility in working hours and location, including participation in a 24/7 on-call support rota and occasional out-of-hours work, compensated through TOIL.

You'll have the following skills and experience

Mandatory Skills & Experience

•    In-depth knowledge of Session Initiation Protocol (SIP), 
•    Strong understanding of BroadWorks troubleshoot services end-to-end.
•    Proven ability to diagnose and resolve customer faults.
•    Skilled at breaking down complex faults and delivering short-, medium-, 
and long-term solutions to maintain high service standards.
•    Strong interpersonal and communication skills, with experience 
working directly with customers and internal stakeholders.
•    Demonstrated experience in incident resolution within SLA targets, 
including fault diagnosis and escalation where appropriate.
•    Proven track record of building and implementing automation systems to 
improve service delivery, monitoring, and operational efficiency.
•    Proficient in troubleshooting complex IP network faults, including routing, 
switching, and protocol-level diagnostics.
•    History of professional business-to-business communication, ensuring 
clarity, alignment, and trust in technical and service engagements.
•    Experience in coaching and mentoring, supporting the development of team
members and promoting a culture of continuous learning.

Preferred Skills & Experience

•    Experience in chairing incident calls, managing major incidents, and 
contributing to the continuous improvement of incident management
processes.
•    Familiarity with automation tools and scripting to enhance platform services 
and monitoring.
•    Experience managing large-scale platform changes, including patching, 
upgrades, and service migrations.
•    Familiarity with CPE devices such as Polycom, Yealink, and Cisco, including 
diagnostics and provisioning.
•    Experience with Linux/Unix server builds, including network interface 
configuration and iptables (preferred but not essential).
Experience of work with AI tools would be a bonus.

Benefits

•    10% on target bonus
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•    Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•    25 days annual leave (not including bank holidays), increasing with service
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks carer’s leave 
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.