3rd Line Voice Engineering Specialist (GB)

Job Req ID: 61123

Posting Date: 12/10/2026

Function:  Service

Location: Sheffield, London, Birmingham, Belfast, Glasgow, Manchester, Bristol, Cardiff

Please note: this role currently involves a 1 in 2 on-call rota

Salary: Competitive 

About the role

As a 3rd Line Voice Engineering Specialist, you'll become a technical voice specialist at the heart of BT's evolving communications portfolio, supporting customers ranging from SMEs to major corporate organisations. As BT continues its transformation from legacy voice platforms to cloud-based technologies, you'll have the opportunity to develop industry-recognised vendor certifications and deepen your expertise across a broad product set. Working as a senior escalation point, you'll help resolve complex customer issues, support and coach operational teams, and play a key role in delivering reliable, high-quality services to our customers.

 

The successful candidate must be eligible for, and able to obtain and maintain, SC UK Government Security Clearance.

What you’ll be doing

• Act as the highest level of technical escalation for complex voice services, providing expert support to internal teams, customers, senior stakeholders and vendors to drive rapid issue resolution.
• Lead technical knowledge, accreditation and product improvement activities, including vendor certifications, product testing, documentation creation and knowledge sharing across the wider business.
• Support business-critical service delivery through coaching, training and on-call support, helping to improve operational performance, reduce escalations and increase first-time resolution rates.
• Own complex case management, including technical investigations, root cause analysis and stakeholder communications for high-priority incidents and service issues.
• Deliver against operational KPIs and continuous improvement objectives, ensuring high-quality support, service reliability and an exceptional customer experience.

Essential Skills / Experience

• Strong technical aptitude, with proven experience supporting and troubleshooting enterprise voice technologies such as SIP, Mitel MiCloud, Audiocodes, or related unified communications platforms, with the ability to resolve complex technical issues and provide senior-level escalation support.
• Experience driving service improvement and operational efficiencies through data analysis, problem-solving and continuous improvement initiatives that enhance product performance and customer experience.
• Experience working directly with vendors, product teams and technical stakeholders to influence product development, resolve complex issues and support service enhancement activities.

Desirable Skills / Experience

• Industry-recognised certifications in relevant technologies, such as Mitel MiCloud, SIP, IP Office, Audiocodes, CCNA, or equivalent voice and networking accreditations.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

•    10% on target annual bonus
•    Access to an online private GP 24/7 for you and your immediate family 
•    Market-leading paid carers leave with up to 2 weeks off 
•    Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
•    Discounted EE and BT products, including mobile and broadband
•    Market leading Pension scheme – 5% from you and 10% from us
•    Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

 

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. 

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.