Senior Telephony Engineer

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Harrogate

6 months

£350-£450

Key Responsibilities:

* In line with ITIL principles, provide engineering line level support for all customer call centre telephony infrastructure. Adhere to support and Service Management processes and standards

* Provides expert advice and ensures that appropriate standards are adhered to. Ensures that adequate technical resource is available to undertake technical project work. Develops a centre of excellence in call centre telephony management, providing professional direction and motivation to a team of network and telephony staff.

* Digest high level designs and extract deliverables. Work closely with PM to deliver on goals set out in designs.

* Review and contribute to high level designs when required.

* Produce low level designs and other handover assets in-line with BAU AIS requirements.

Key Skills/Requirements:

* Expertise in managing large scale Call Centre Telephony Operations ideally in financial services.

* Avaya Call Centre products and their interface with other market leading telephony call centre components, including Experience Portal

* Significant experience of voice services, including PBX Switch Administration and Management, Voice traffic management and profiling, Circuit Provisioning and Management, Tandem, ACD Systems, Call Logger, Call Logger Reporting, Trunk Management.

* Networking, LAN and WAN, TCP/IP, routing, switching and load balancing principles.

* Network and telephony end to end troubleshooting skills.

* Competence around call centre end user computer technologies including, VDI, mobile, messaging, and, collaboration platforms such as Skype for business and their interface with telephony.

To apply for this position, candidates must be eligible to live and work in the UK.

If you are interested in this position, please email me @ [email protected]