Mashreq
Assistant Manager – Unified Communications
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 21/05/2026
Job overview
Date posted
06/04/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
21/05/2026
Job description
The Assistant Manager – Unified Communications is responsible for maintaining the smooth operation and performance of the Bank’s communication and collaboration platforms. This includes IP telephony, contact center systems, IPC dealing rooms, video conferencing, AV solutions, voice recording, and call quality monitoring systems. The role ensures service continuity, system optimization, and supports IT projects impacting communications infrastructure.
Required skills
Enterprise IP Telephony administration
Contact Center platform management
IPC dealing room systems support
Video Conferencing and AV solutions management
Voice recording systems administration
Call quality monitoring and optimization
System monitoring and troubleshooting
Project implementation support
Performance tuning and capacity planning
Documentation and knowledge management
Cross-functional collaboration with IT, Security, and Operations teams
Technical problem-solving and escalation handling
Key responsibilities
- Administer, monitor, and troubleshoot the Bank’s Unified Communications and Collaboration systems, ensuring uninterrupted operations.
- Support enterprise IP telephony platforms, contact centers, IPC dealing rooms, video conferencing, and AV systems.
- Manage voice recording and call quality monitoring systems, optimizing performance and ensuring compliance with SLAs.
- Participate in project implementations impacting unified communications infrastructure, including upgrades, migrations, and new solution deployments.
- Develop and maintain technical documentation, system procedures, and knowledge base for team use and compliance purposes.
- Coordinate with IT, security, and network teams to resolve incidents and escalate complex technical issues as required.
- Perform system tuning, capacity planning, and proactive monitoring to enhance reliability and performance.
- Provide support and guidance to junior team members, ensuring knowledge transfer and effective troubleshooting.
- Ensure compliance with internal policies, regulatory requirements, and IT governance standards.
- Contribute to continuous improvement initiatives and process optimization for unified communications operations.
Experience & skills
- Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or related field.
- 5–7 years of experience in Unified Communications, Network Operations, or IT Infrastructure roles.
- Hands-on experience with enterprise IP telephony, contact center platforms, IPC dealing rooms, video conferencing, and AV systems.
- Proficient in voice recording and call quality monitoring tools, including performance optimization techniques.
- Strong troubleshooting, system monitoring, and incident management skills.
- Experience in project support and deployment of communication technologies.
- Ability to create, maintain, and communicate technical documentation effectively.
- Strong interpersonal and collaboration skills for working with cross-functional teams.
- Analytical and problem-solving abilities, with attention to detail and proactive mindset.
- Ability to work under pressure and maintain operational continuity during high-demand periods.