EMEA Voice Lead recruitment
EMEA Voice Lead - Telecommunications / Voice / Lead - London - £80,000 per annum plus benefits
A global financial services company is looking for an outstanding Voice Lead to oversee the day-to-day delivery of telecommunication services in the EMEA region. You will be responsible for providing management and support to the Voice and Contact Centre environment within EMEA working with the businesses to ensure the right solution and design is in place to meet business requirements.
The team oversees the day-to-day delivery of telecommunications services in region, ensuring adherence to agreed standards, processes and policies to meet regional business requirements. It is also responsible for the development of telecommunication operations (TO) proposals, as well as directing and managing the quality and progress of TO projects. This will include management of the changes resulting from the implementation of TO/PMO projects. The team is also accountable for leading global cross operating TO projects by collaborating with global engineering (voice, network and mobility) to help deliver against the needs of the different technology/business units.
Your responsibilities will include but not be limited to:
Responsibilities:
- Supports manages the voice and contact centre environment, including day to day BAU operations and new enhancements / future strategy and growth.
- Performs voice analysis and capacity planning and testing for organization's Voice, Video, Contact Centre and Mobile environments. Vendor management liaison, application development, analysis of situations to drive problem resolution, highly complex problems to develop a technical solution.
- Designs, installs, and tests voice and contact centre related topologies.
- Designs, installs and troubleshoots IP based networks and IP based routing and switching solutions including QoS / CoS.
- Designs, installs and troubleshoots TDM based PBX’s, key systems or hybrid solutions.
- Key point of contact for all technical aspects of voice, mobility and contact centre operations and design.
- Provides onsite support for projects troubleshooting as required.
- Develops and recommends strategies for TO growth, security, and enhancements by maximizing functionality of voice equipment such as IPT environment, Mobility, PBX’s, and telephony products.
- Aligns local strategies with global direction and implement global projects.
- Provides voice and mobility performance monitoring and analysis.
- Manages the third party support arrangements for Mobility across the region.
- Assist in the planning of large scale systems projects through vendor comparison and cost studies.
- Develops documents processes and procedures for Voice, Video, Contact Centre and network operations, engineering and regional service delivery.
- Develops, documents, implements tests DR/ BCP strategies across the Voice, Video, Contact Centre and Mobile Environment.
Skills:
- Bachelor’s degree in Technology, Information Systems or related field is preferred; equivalent combination of education and work experience is acceptable.
- Extensive experience of working in voice and Contact Centre operations, including design, implementation support.
- Experience with NICE Call recording – desired.
- Cisco IPTEL experience in support and design - CCVP or equivalent experience – desired.
- Exposure to network LAN switching, routing, firewalls.
- Demonstrated experience working with internal stakeholders and third parties.
- Demonstrated ability to accurately analyse situations in order to produce viable solutions (good network and voice design troubleshooting skills).
- Demonstrated experience with project management methodology and tools.
- Experience in report writing and analysis of technical reports.
- Experience in TEM (Telecom Expense Management).
- Telephony, IPTEL Call Centre Environment, Call Recording, IVR, CDR systems, WFM., LAN/WAN
- Evaluating complex problems, in situations where all information may not be available or the problem maybe unprecedented.
- Managing workload and workflow in a highly fluid, and rapidly changing environment.
- Managing internal and external customers and providing qualitative updates in response to proposals and troubleshooting.
- Working across multiple time zones and occasionally interacting with colleagues whose primary language may not be English.