IT Voice Support Engineer

Location: Oldbury (hybrid working, 3 office days per week)
Employment Type: Permanent, full-time
Additional Benefits: Annual Bonus

About The AA
Think the AA is just about roadside assistance? Think again. For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies — we have it all.

As we continue to expand, diversify, and modernise, joining us as an IT Voice Support Engineer means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) is the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.
#LI-Hybrid

The Role
Are you a Cisco voice technology expert looking to make a real impact? We’re on the lookout for an experienced IT Voice Support Engineer to join our IT Operations team.

In this role, you’ll be at the heart of our enterprise voice infrastructure — supporting, maintaining, and evolving the systems that keep our business connected. From contact centre platforms to unified communications, your work will ensure seamless voice services across the organisation.

This is a hands-on technical role where you’ll collaborate with internal teams and external vendors to deliver robust, secure, and scalable voice solutions. If you thrive in a fast-paced environment and enjoy solving complex challenges, this could be your next move.

What You’ll Do

• Administer and support Cisco UCCE, Unified CM Admin, CCMP, and CUIC platforms.

• Troubleshoot and resolve L1 & L2 incidents, ensuring minimal disruption to services.

• Monitor system performance, manage patching, and implement operational changes.

• Collaborate with vendors and internal teams to deliver voice infrastructure upgrades.

• Maintain documentation, runbooks, and ensure compliance with InfoSec policies.

• Identify opportunities to automate and optimise voice system processes.

What You’ll Need

• Proven experience with Cisco UCCE, Unified CM Admin, CCMP, and CUIC.

• Strong understanding of IP Telephony, VoIP, SIP, and contact centre technologies.

• Experience with tools such as Eleveo (Zoom), Teleopti WFM, and Acqueon Dialler.

• Solid networking knowledge (TCP/IP, VLANs, QoS); Cisco certifications are a plus.

• Ability to analyse performance trends and deliver technical solutions.

• Excellent communication skills and a proactive, service-focused mindset.

What’s in It for You
As a valued member of The AA team, you’ll have access to a range of benefits, including:

• 25 days annual leave plus bank holidays + holiday buying scheme

• Worksave pension scheme with up to 7% employer contribution

• Free AA breakdown membership from Day 1, plus 50% discount for family and friends

• Discounts on AA products including car and home insurance

• Employee discount scheme with car salary sacrifice, and discounts on healthcare, shopping, holidays, and more

• Company-funded life assurance

• Diverse learning and development opportunities to support your career growth

• Dedicated Employee Assistance Programme and 24/7 remote GP service for you and your family

• Plus, so much more!

Inclusion & Diversity
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best, and feel like you truly belong.

We have five communities that bring together people with shared characteristics and backgrounds to drive positive change.