Contact Centre Technology - Capability Lead

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

Job summary

A leading Microsoft Gold Partner in the contact centre domain seeks a Capability Lead to establish and head a new consulting practice. The role demands deep expertise in telecom technologies, from voice systems to hybrid infrastructures. As a leader, you will shape the strategic direction, manage a team, and drive the service offering, with an annual salary of £120-140k plus bonuses, predominantly based from home.

Qualifications

• Proven expertise in contact centre technology.
• Experience building and leading teams in tech solutions.
• Familiarity with cloud platforms like Azure and integration with Microsoft Teams.

Responsibilities

• Define the go-to-market strategy for the new practice.
• Build the technical service offering and hire the team.
• Integrate contact centre capabilities into the business proposition.

Skills

Commercial acumen

Technical knowledge of voice and contact centre solutions

Awareness of communication platforms

Job description

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Contact Centre Technology - Capability Lead, Brighton

Client: Talent Locker

Location: Brighton, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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.