Unified Communications Manager

Job overview

As we continue to modernise our digital ecosystem and enhance staff connectivity across a multi‑site, geographically dispersed organisation, the Unified Communications (UC) Manager plays a vital leadership role in shaping and maintaining the Trust’s communication infrastructure.

At ELFT, Microsoft Teams—particularly Teams Phone / Teams Telephony—forms the backbone of our communication strategy. This includes cloud‑based calling, call queues, auto‑attendants, clinical contact solutions, virtual consultations, messaging, collaboration, and integrated voice workflows. The Unified Communications Manager will be responsible for ensuring these tools are reliable, resilient, secure, and optimised to support excellent patient care and staff collaboration.

Main duties of the job

The UC Manager will lead the strategic direction of the Trust’s unified communications environment, with a strong focus on Teams Phone as the primary telephony service. They will ensure that the Trust maximises the capabilities of Microsoft Teams, aligning the platform with clinical and operational needs while supporting ELFT’s Digital, Data, and Technology (DDaT) strategy.

This involves developing a forward‑looking roadmap for Teams Telephony, including:

• Migration and modernisation of legacy numbers and systems
• Optimising call routing, call queues, hunt groups, and auto‑attendants
• Supporting virtual ward and digital‑first clinical pathways
• Enhancing cross‑site collaboration through Teams meetings and messaging
• Ensuring Teams Phone and collaboration tools integrate with wider NHS platforms and clinical systems where relevant

The post‑holder will lead on adopting emerging features, staying abreast of Microsoft updates, and ensuring ELFT leverages new functionality to improve workforce efficiency.

Detailed job description and main responsibilities

• Lead the Trust’s unified communications (UC) strategy, with a specific focus on expanding and optimising Microsoft Teams Phone across all sites.
• Advise senior leadership on telephony transformation, service improvements, licensing models, and digital communication initiatives.
• Oversee daily operations of Teams Telephony, ensuring stability, performance, and end-to-end service reliability.
• Manage number provisioning, assignments, porting, and migrations from legacy PBX systems.
• Maintain and configure SBCs, Direct Routing, Operator Connect, SIP configurations, and PSTN integrations.
• Provide senior technical escalation for telephony/UC incidents and problems.
• Lead major telephony transformation programmes across multiple sites and services.
• Plan and deliver migrations from legacy PBX, analogue, or VoIP systems to Microsoft Teams Phone.
• Deploy Teams Voice features supporting virtual wards, community teams, crisis lines, and clinical hubs.
• Ensure all UC and telephony systems comply with DSPT, Cyber Essentials, information governance, and NHS cybersecurity standards.
• Manage supplier relationships for telephony carriers, SBC providers, licensing partners, and Microsoft services.

Additional duties:

• Participate in on-call rota (if applicable).
• Travel to multiple Trust sites when required.