Technical Support Professional

Job Description

Recruiter: Luke Byrne

Career Grade: E

Internal Closing Date: 7th July 2026

About the role

Play a key role in establishing and maintaining world class voice engineering capability for BT’s One Voice SIP Trunking product. This role will combine deep voice/telephony expertise with modern observability and automation practices to improve service performance, reduce incident impact, and enable rapid, data driven service impact analysis—while embedding AI enabled capabilities across operations to support Critical Communications.
As a valued member of the SIPT team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our critical national infrastructure customers. You will be responsible for the management of customer reported issues and proactive traffic management.

You will be part of a high performing and empowered team which is customer focused and at the heart of service reliability. This team provide deep, real time service monitoring and actionable insight, proactively safeguarding service performance and ensuring changes land safely and successfully. They are exceptional incident managers—calm under pressure, decisive in action, and always focused on customer impact—while also being tenacious problem solvers who dig deep to address root causes and drive lasting improvements.

A role with purpose, and a role that is Behind Brilliant Things.

What you’ll be doing

• Resolving SIP Service issues across the SDIN/Orion platforms.
• Translating customer feedback in to service metrics.
• Focus on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented.
• Maintaining clear and ongoing communication with Stakeholders.
• Dealing with escalations from external CP’s/Customers and internal BT teams, seeing the issue through to resolution.
• Ticket management on SNOW.
• Proactively identifying and implementing service improvements.
• Implementing post incident improvement action.
• Solving complex problems.
• Effective demand management and prioritization.
• Identifying and delivering automation opportunities.
• Providing clear and effective communication, upstream, downstream and with customers.
• Continuous self-driven development.

Technical accountabilities -
• Deep knowledge and understanding in protocols such as SIP, SDP and RTP.
• Proven experience within ticketing systems, jeopardy management and diagnostics, on SNOW preferable.
• Good knowledge of BT Voice platforms, order journeys and operating models/process.
• Advise on product features and limitations / identifying workarounds/improvements.
• Assist with provisioning of new customers and services.
• Ability to adapt and move between platforms seamlessly to fault cross platform issues.
• Be available for out of hours support, as a when needed.
• Take ownership of priority customers.

Essential Skills / Experience

Voice / Telephony Engineering
• Understanding of SIP, VoIP, SBCs, call routing, signalling (SIP/ISUP)

Monitoring & Observability
• Experience capturing and correlating:
• Voice telemetry (call success, setup time, quality)
• Network performance
• Application/service data

Behavioural / Leadership Skills
• Calm under pressure (critical incident handling)
• Systems thinking (understanding end-to-end service, not silos)
• Proactive mindset (prevent, don’t just fix)
• Ability to translate technical detail into business impact
• Strong collaboration across:

Desirable Skills / Experience

• Strong troubleshooting capability across:
• Call setup failures
• One-way audio / dropped calls
• Latency, jitter, packet loss
• Knowledge of call flows, routing logic
• Voice quality monitoring (MOS scoring, RTP analysis)
• Understanding of carrier interconnects

Our Package

• A 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.
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

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.