It Voice Tech Manager – Oldbury
Job Ref: 731069
Voice technologies manager – IT
Package: circa £70,000+ benefits
We are working with our client on an incredibly innovative position within IT Services for a Voice Technology Manager. Working closely with Head of Enterprise Infrastructure, this role owns the suite of voice technology software used by the business and leads a team of around 5 technical experts who provide invaluable support to the wider business.
Our client has a varied voice technology suite utilised by all head office staff and contact centres (with up to 4,500 employees), therefore this role would suit someone who has worked in an organisation of a similar scale. Currently implementing a new Voice Transformation programme, our client is replacing all legacy voice systems and components to move to a modern, scalable cloud-hosted solution. Therefore, this an ideal opportunity for a talented Manager to join the IT leadership & programme team and take accountability for this project through to successful go-live.
It is an amazing opportunity to really enhance the capability of one of the UK’s leading names through innovation over the coming years!
What are we looking for?
Proven experience in leading a Voice Services function (at least 2 direct reports)
Working as a technical expert in the following fields:
o Cisco Contact Centre / UCM (including Finesse)
o Call recording (ideally Zoom or equivalent)
o Outbound Dialler ideally Acqueon or equivalent)
o Workforce Management (ideally Teleopti or equivalent)
o Wallboards (Flat Panel) contact centre solutions (ideally RMG)
o PCI payment solutions (ideally Semafone or equivalent)
Confident in designing, implementing and operating Voice Services at scale and managing a road map for change
Implementation/management of Cisco Voice networks in a large business/contact centre is essential
Experienced in integrating voice with digital journeys (examples may include, web call me, mobile integration) and with existing infrastructure
Excellent communication skills with the ability to manage senior stakeholders and 3rd parties/ outsource partners
Please get in touch to find out more: