Contact Centre Technology - Capability Lead

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

Job summary

A leading Microsoft Gold Partner is seeking a Capability Lead to establish and grow a new consulting practice in Voice & Contact Centre Technology. This Senior role involves strategic planning, team leadership, and designing a technical service offering. The position offers a competitive salary package with the flexibility of hybrid working.

Qualifications

• Experience in building and leading a practice in contact centre technology.
• Awareness of the telecom landscape and various communication platforms.
• Familiarity with cloud platforms and hybrid infrastructures.

Responsibilities

• Define go-to-market strategy for the new practice.
• Build a technical service offering and hire a team.
• Work closely with sales and product teams to integrate contact centre capabilities.

Skills

Deep expertise in contact centre technology

Commercial acumen

Technical knowledge of voice and contact centre solutions

Tools

Azure

Microsoft Teams

Dynamics 365

IVR

Genesys

Cisco

Avaya

Job description

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Contact Centre Technology - Capability Lead, birmingham

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Client:

Talent Locker

Location:

birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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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.