Contact Centre Tech Engineer - Leeds

Whatsoninleeds; Leeds; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in Leeds is seeking a Contact Centre Tech Engineer to oversee IT operations and manage technology integrations. In this hybrid role, you'll collaborate with stakeholders and ensure smooth operation of Contact Centre Technologies, while also benefiting from a flexible working environment and ample personal development opportunities.

Benefits

Discretionary annual bonus

Flexible benefits package

Free parking

28 days holiday plus public holidays

Life assurance and wellbeing support

Personal development opportunities

Qualifications

• Proficiency in Avaya and Verint is essential.
• Experience with SIP & WebRTC deployments.
• Understanding of PCI-DSS standards is beneficial.

Responsibilities

• Manage IT operations for the Contact Centre Technology environment.
• Collaborate with stakeholders to manage tickets related to Voice & Data technologies.
• Support Incident Management functions alongside suppliers.

Skills

Problem-Solving

Communication

Tools

Avaya

Verint

ServiceNow

Job description

Contact Centre Tech Engineer - Leeds

Location: Leeds, Thorpe Park, Hybrid working

About the role:

Are you ready to take charge of the day-to-day IT operations for our Contact Centre Technology environment? As a Voice & Data Engineer, you'll be at the heart of managing and overseeing technology changes across our complex and tightly integrated tech stack.

You will support the implementation of changes, handle daily administration of interaction flows, announcements, and agent configurations.

Responsibilities:

• Collaborate with stakeholders, manage tickets and escalations related to Contact Centre Technologies across voice, chat, email, SMS, and related technologies.
• Support Incident and Problem Management functions, working closely with suppliers to minimise downtime during major incidents.
• Assist with technical deliveries of new systems and applications, working closely with Technical Architects as needed.

Requirements:

• Proficiency in Avaya and Verint is essential.
• Experience with SIP & WebRTC deployments and best practices.
• Experience with CCaaS platform deployments and administration.
• Knowledge of Telephony Carrier Networks, NGN routing, Payment Applications, IVA solutions, ServiceNow, UC including VC Management is desirable.
• Understanding of PCI-DSS standards.
• Strong communication and problem-solving skills, with the ability to work under pressure.

What we offer:

• Discretionary annual bonus.
• Flexible benefits package (choose additional benefits or take as cash).
• Hybrid working environment at our Leeds office, with free parking.
• 28 days holiday plus public holidays, with optional additional days.
• Life assurance and wellbeing support.
• Opportunities for personal development, recognition awards, on-site gym, webinars, and classes.

Join us:

If you're interested in contributing to our mission and being part of our diverse and inclusive team, apply today!