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.
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.
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.
What this role costs on-shore vs a dedicated Virtual Team resource
Pricing for this role is confirmed during discovery — tell us the experience level and hours you need and we'll put together an indicative comparison against the equivalent UK on-shore hire.
Indicative only. Actual cost depends on the experience level, technical specialisation and communication skills of the candidate selected. We present a shortlist of candidates with varying experience for you to choose from.
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 Telephony Engineer to your team?
Tell us your voice platform and current tools — we'll shortlist candidates against your actual task list, in GBP.