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Senior Telephony Engineer

East Midlands Ambulance Service NHS Trust
£43,742 to £50,056 per annum
Closing date
26 May 2024

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Other Health Profession
Band 7
Contract Type
Full Time
An exciting opportunity has arisen to join our organisation in the role of Senior Telephony Engineer within the Digital Services department.

The aim of this post is to provide an exceptional level of support for critical emergency services telephony systems, including providing advice and recommendations on the design, implementation and support for the Trusts telephony architectures, whilst working alongside the Information Technology Support Teams to provide an excellent customer focused service.

Main duties of the job

You will have experience of communicating with staff at all levels both verbally and in writing, as well as demonstrating a working knowledge of key telephony architectures within an emergency services environment. You will also bring specialist knowledge and analytical skills to problem solving to the post.

The successful candidate will support all aspects of our telephony services, providing expert knowledge and assisting with ensuring we adhere to NHS standards and best practices.

The successful candidate will be required to act as the lead for change management relating to projects within their remit, as well as working with all teams across the Digital Services departments and third parties embedding innovation in all telephony designs, innovations, and solutions.

About us

The Senior Telephony Engineer position is a hybrid working role therefore, the successful candidate will be required to ensure that they have the means to travel for office working, and for home working ensure that suitable broadband connectivity is in place and that they adhere to the EMAS Home Working policy.

The successful candidate will be flexible and prepared to travel to any Trust premises as required in the course of their duties to suit the demands of the IT functions of an emergency service.

Job description

Job responsibilities

You will have a minimum of 5 years' experience in a telephony role. You will have a deep understanding of telephony architecture to support the delivery of maintaining currency with emerging and enhancing technologies.

You will be able to re-organise workloads due to unexpected events and be capable of analysing a range of highly complex telephony problems. You will be able to work well within a team and be happy to work autonomously for long periods of time.

Applicants must be enthusiastic and committed individuals with a proven history in a similar role, where a dynamic approach to delivering telephony services is key. We are looking for applicants who are keen to bring new ideas and innovation to the team, to achieve continuous improvements in Digital Services.

Person Specification



  • Degree level education in an associated telephony subject or 5 years related demonstrable experience
  • Evidence of continuing professional development in telephony systems
  • Evidence of Avaya technical courses attended/qualifications/accreditations or equivalent demonstrable experience


  • ITIL Foundation
  • Post graduate qualification in IT related subject
  • Relevant professional qualifications



  • Minimum 5 years' equivalent demonstrable experience within a similar telephony position
  • Holds Avaya technical qualifications/accreditations or equivalent demonstrable experience
  • Experience of patching telephony systems
  • Experience in using multiple desktop and server operating systems e.g., Windows, Linux


  • 7 years relevant telephony experience
  • Experience of working within the NHS
  • Experience of developing Standard Operating Procedures
  • Experience of line management

Knowledge and Skills


  • Excellent working knowledge of telephony systems
  • Ability to produce technical reports and documentation to a wide-ranging audience
  • Capable of analysing and resolving highly complex telephony problems
  • Able to present to a variety of audiences on complex issues
  • Ability to make judgements independently of senior managerial support


  • Demonstrates up-to-date awareness of new technology, and its potential application to healthcare telephony issues
  • Demonstrates leadership and management skills

Personal Attributes


  • Able to work under intense pressure and make informative decisions in a reactive environment.
  • Able to use judgement and negotiate on complex or contentious issues with conflicting priorities
  • Able to re-prioritise in response to unexpected situations
  • Ability to complete daily tasks unsupervised
  • Strong organisational, management and time management skills
  • Standard keyboard skills
  • Able to work at PC for more than 85% of the working day
  • Must be a car driver and owner with a UK license and have the ability to travel to various locations across the EMAS region.

Employer details

Employer name

East Midlands Ambulance Service NHS Trust


Nottingham Divisional HQ - Beechdale

Beechdale Road



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