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Technical Specialist - Voice Management

Premium Job From Coventry Building Society
Recruiter: Coventry Building Society
Listed on: 27th January
Location: Coventry
Type: Permanent
Start Date: 2022-3-17

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About The Role
We are looking for a collaboration engineer to join an already established team within CBS providing technical knowledge to undertake the troubleshooting and resolution to production incidents or problems.  Independently escalating to Senior Technical Specialists as required.  Completes tasks to agreed levels of quality, within the stated timescales with no supervision.  Looks for improvement opportunities within the team and its processes and procedures.  An effective team member who provides support and guidance to peers and other team members.  Contributes to team efficiency through the creation of accurate technical documentation. Manages the day to day functionality of the on premise Cisco Call Manager and Contact Centre environment for CBS ensuring the service to our Members is second to none.
The role is responsible for supporting a wide variety of services;

back office & agent provisioning including voice recording
physical VoIP phones and peripherals
soft phone and instant messaging services through Jabber
collaboration facilities including Zoom
full contact centre and customer journey support through Finesse and the IVR.

About You
As an individual your have a keen passion for continuously wanting to learn and embrace new technology and is open to a showing initiative when required to embrace their own challenges. You will be working with the business on a regular basis so need to be comfortable dealing with stakeholders across all levels.
Essential skills and experience in these products:

Cisco UCS
Cisco Call Manager
Cisco PCCE
Reporting tools


Border control

SIP Trunks


Call Recording


Desirable Skills:

MS Teams

Instant Messaging
Call Routing

Genesys Cloud Contact Centre
Video Conferencing

Hours: 35 - (9-5 or 8-4) with a flexible approach to working hours to meet own objectives and assist colleagues in meeting their objectives.
About The Company
IT at the Coventry is changing; we are currently undertaking an exciting transformation project that will shape the future of the organisation. As we progress on our journey, we are seeking talented individuals who are passionate about delivering an outstanding experience for both members and colleagues in an environment where you will have the opportunity to be part of the future success of the organisation and work in an environment where personal and professional development is taken seriously.