Contact Centre Technology - Capability Lead

JR United Kingdom; Belfast; Hybrid; GBP 120,000 - 140,000; Full time

Job summary

A leading Microsoft Technology Partner seeks a Capability / Practice Lead for Voice & Contact Centre Technology. This role provides the opportunity to shape a new practice from the ground up, defining strategies and building a skilled team. The position offers a competitive salary, bonus potential, and hybrid working arrangements.

Qualifications

• Deep expertise in contact centre technology.
• Experience from a vendor, systems integrator, or consultancy.
• Familiarity with cloud platforms and hybrid infrastructure.

Responsibilities

• Define the go-to-market strategy for the new practice.
• Build the technical service offering and lead a team.
• Work with sales and product teams to embed capabilities.

Skills

Leadership

Technical knowledge of contact centre solutions

Commercial acumen

Tools

Microsoft Teams

Dynamics 365

Azure

NICE

Genesys

Cisco

Avaya

Job description

Capability / Practice Lead – Voice & Contact Centre Technology £120k – 140k + Bonus + Benefits, London based & Hybrid / Home working

Do you have deep expertise in contact centre technology and the ambition to build and lead a consulting practice from scratch? An established Microsoft Gold Partner is launching a new business stream and is looking for a capable leader to take full ownership of it.

You’ll be joining a highly credible Microsoft Technology Partner with successful practices across Microsoft Enterprise Systems (ERP/CRM), Microsoft Cloud, and Managed Services. Now, they're expanding into the contact centre space, aiming to develop a managed service offering built around Microsoft technology — and they need someone to drive this vision from the ground up.

This is a rare opportunity to shape a new practice — defining the go-to-market strategy, building the technical service offering, hiring and leading a team, and working closely with sales, delivery, and product teams to embed contact centre capabilities into the wider business proposition.

You’ll need a strong awareness of the contact centre and telecoms landscape, ideally having worked across a mix of communication platforms and technologies — such as chat, voice, IVR, NICE, Genesys, Cisco, Avaya, and others.

You’ll bring both commercial acumen and deep technical knowledge of how modern voice and contact centre solutions are architected, delivered, and managed in enterprise environments. Your experience might come from a vendor, systems integrator, or consultancy, and you’ll likely be familiar with cloud platforms like Azure, as well as hybrid voice infrastructure and integrations with Microsoft Teams and Dynamics 365.

Salary circa £120-140k + bonus. There is a London office and the role can largely be based at home.

If you want to build and lead a practice from the ground up – please apply.