Telephony Engineer
A dedicated Telephony Engineer who supports Gamma Horizon, 3CX, Teams Phone, Cisco, Mitel, Avaya and SIP services according to your customer estate, billed in GBP.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Voice issues diagnosed with evidence, not guesswork — because SIP traces and call-quality data get read properly instead of a call being blamed on "the network" by default.
What this role owns day to day
Core responsibilities
- Provision and support extensions, users, DDI numbers, handsets, hunt groups, auto attendants, call queues, voicemail and dial plans
- Configure and troubleshoot hosted voice, SIP trunks, SBCs, routing, codecs, QoS and number porting; analyse SIP traces, CDRs and call-quality evidence
- Administer Microsoft Teams Phone using Direct Routing or Operator Connect, including voice policies, routing and approved tenant changes
- Support UK dealer platforms such as Gamma Horizon/Horizon Collaborate and 3CX, plus Cisco, Mitel or Avaya environments where contracted
- Coordinate supplier escalation, maintenance, migration and fault communications; maintain diagrams, runbooks and as-built records
Works inside
Reported on weekly
| Fault resolution time | Voice faults closed within SLA |
| Call-quality incidents | Recurring QoS/SIP issues investigated |
| Provisioning accuracy | Numbers, extensions and dial plans set up correctly first time |
| Documentation quality | Diagrams and runbooks kept current |
Skills and platform evidence
- Gamma Horizon/Horizon Collaborate and Gamma SIP services for channel/dealer environments; 3CX administration and common Yealink/Poly endpoints where relevant.
- Microsoft Teams Phone, Direct Routing and Operator Connect; AudioCodes or Ribbon SBC experience.
- Cisco BroadWorks/BroadSoft, CUCM or Webex Calling; Mitel and Avaya for legacy or mixed estates.
- SIP, RTP, DDI numbering, dial plans, call routing, QoS, Wireshark/SIP trace analysis and IP networking fundamentals.
- UK operational context: supplier portals, number porting, hosted voice migration, first/second-line escalation and clear customer SLA updates.
Works your hours. Picks up the work.
UK business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a call-quality complaint doesn't match a known pattern — the SIP trace still gets pulled and read properly, instead of the ticket being closed as "working as intended."
What stays with your authorised staff
Physical handset installation, cabling and on-site cutovers stay outside the standard remote scope, and remain with authorised local personnel.
The same voice skillset, needed anywhere a business runs its own phone system
Voice issues bounced between the carrier and the IT team
- No one owns SIP trace and call-quality diagnosis end to end
- Number porting and moves/adds/changes queue up
- Reporting on voice health is ad hoc at best
A dedicated Telephony Engineer, outsourced to us
- One engineer, dedicated to your voice platform
- Reports to your own IT or ops manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Other UK industries — coming soon
The same SIP and call-routing discipline applies anywhere a business runs its own voice platform.
SIP · hosted voiceNo guessing what this role worked on. Full sample report on the MSP Support (UK) page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Telephony Engineer
Ready to add this role to your team?
Tell us your voice platform and current tools — we'll shortlist candidates against your actual task list, in GBP.