Technical Lead Contact Centre
Posted date: Sun, 27th JulLocation: United Kingdom
A fantastic opportunity for a Contact Centre Solution
Architect to join a dynamic UK Mobile Network Operator. Applicants
should have Solution Architecture experience with a track record of
delivering Genesys based software solutions.
In the role of Contact Centre Technical Lead you will join the ICT Development team in CIO and be responsible for designing and delivering solutions for Three's Contact Centre applications. You will work with business sponsors, end to end architects and other ICT teams to create collaborative solutions to meet business needs. You will work on multiple projects, within small and large dynamic teams using agile, release management and waterfall delivery models. The Technical Lead is the senior technical role in a team of permanent and 3rd party staff.
Represent the Contact Centre team in customer meetings. Provide Subject Matter Expertise on the Contact Centre Technologies.
Produce High Level Solution Designs, Detailed Designs, Impact Analysis, and Test plans as required. Review design documents produced by other team members. Contribute to project estimation, risks, issues and dependencies. Manage the work of the offshore team, ensuring that project milestones are met and the team delivers to the expected level of quality. Beaccountable for the technical delivery of the design/solution throughout the project life cycle. Manage 3rd Party Vendors when required ensuring their deliveries meet the technical requirements. Assist in the resolution of Operational Issues that cannot be addressed by support teams. Manage various stakeholders including project managers, operational support personnel, vendors & solution architects. Provide technical support, guidance and solutions to help the project.Behaviours:
Communication: Strong verbal and written skills. Clear communication. Able to build good professional relationships with both business and technical colleagues.Teamwork: Ability to work in a team and individual environment.Organisation: Excellent time management and organizational skills. Self-motivated.Innovation: Innovative, flexible and dynamic, with a good business and customer focused approach. Show initiative to lead improvements and drive a better working environment.Commitment: Dedicated to meeting the goals and objectives. Demonstrate all the core company values and behaviours.Customer Focused: Be prepared to work in partnership with customers demonstrating understanding of goals and business drivers. Stick to commitments and be passionate about getting it right.Agility: Able to work collaboratively and meet time bounded timescales. Competencies
Genesys Technology Stack (Essential)Genesys Framework & Management 8.xGenesys Outbound OCS 8.xGenesys Media (SIP Server, MCP 8.x)Genesys Routing (GVP, Composer using SCXML 8.x)Genesys Interaction Workspace 8.xGenesys Reporting (CCPulse+, InfoMart 8.x)SIP/VOIP experience (desirable)Understanding of Business Objects Report Designer (desirable)Must have basic telephony knowledge w.r.t switch integration, CLI/DNIS/SIP/TDM RoutingKnowledge of SpeechStorm IVR application (desirable)Networking technologies (desirable)Legacy Aspect Telephony stack (desirable)Aspect Product FamilyAspect Contact Server 5.1ACD v9.3 CSS IVR v7.2 Datamart eWFM v7.1 Unison Predictive DiallerSome travel to the Three Contact Centre in Glasgow is required.
In the role of Contact Centre Technical Lead you will join the ICT Development team in CIO and be responsible for designing and delivering solutions for Three's Contact Centre applications. You will work with business sponsors, end to end architects and other ICT teams to create collaborative solutions to meet business needs. You will work on multiple projects, within small and large dynamic teams using agile, release management and waterfall delivery models. The Technical Lead is the senior technical role in a team of permanent and 3rd party staff.
Represent the Contact Centre team in customer meetings. Provide Subject Matter Expertise on the Contact Centre Technologies.
Produce High Level Solution Designs, Detailed Designs, Impact Analysis, and Test plans as required. Review design documents produced by other team members. Contribute to project estimation, risks, issues and dependencies. Manage the work of the offshore team, ensuring that project milestones are met and the team delivers to the expected level of quality. Beaccountable for the technical delivery of the design/solution throughout the project life cycle. Manage 3rd Party Vendors when required ensuring their deliveries meet the technical requirements. Assist in the resolution of Operational Issues that cannot be addressed by support teams. Manage various stakeholders including project managers, operational support personnel, vendors & solution architects. Provide technical support, guidance and solutions to help the project.Behaviours:
Communication: Strong verbal and written skills. Clear communication. Able to build good professional relationships with both business and technical colleagues.Teamwork: Ability to work in a team and individual environment.Organisation: Excellent time management and organizational skills. Self-motivated.Innovation: Innovative, flexible and dynamic, with a good business and customer focused approach. Show initiative to lead improvements and drive a better working environment.Commitment: Dedicated to meeting the goals and objectives. Demonstrate all the core company values and behaviours.Customer Focused: Be prepared to work in partnership with customers demonstrating understanding of goals and business drivers. Stick to commitments and be passionate about getting it right.Agility: Able to work collaboratively and meet time bounded timescales. Competencies
Genesys Technology Stack (Essential)Genesys Framework & Management 8.xGenesys Outbound OCS 8.xGenesys Media (SIP Server, MCP 8.x)Genesys Routing (GVP, Composer using SCXML 8.x)Genesys Interaction Workspace 8.xGenesys Reporting (CCPulse+, InfoMart 8.x)SIP/VOIP experience (desirable)Understanding of Business Objects Report Designer (desirable)Must have basic telephony knowledge w.r.t switch integration, CLI/DNIS/SIP/TDM RoutingKnowledge of SpeechStorm IVR application (desirable)Networking technologies (desirable)Legacy Aspect Telephony stack (desirable)Aspect Product FamilyAspect Contact Server 5.1ACD v9.3 CSS IVR v7.2 Datamart eWFM v7.1 Unison Predictive DiallerSome travel to the Three Contact Centre in Glasgow is required.
| Job Title | Technical Lead Contact Centre |
| Post Details | |
| Posted By | Three UK |
| Start Date | |
| Salary | |
| Email Address | |
| Category | |
| Job Type | Permanent |
| Location | United Kingdom |
| City or State | Maidenhead |
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