Contact Centre Technology - Capability Lead

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

Job summary

A leading consulting firm is seeking a Capability / Practice Lead in Bristol to shape a new business stream focused on contact centre technology. The ideal candidate will have extensive experience in modern voice solutions and a strong commercial acumen. This role offers a unique chance to build and lead a team while driving the vision for contact centre capabilities, primarily working in a hybrid model.

Qualifications

• Deep expertise in contact centre technology required.
• Experience in communication platforms like chat, voice, IVR, etc.
• Familiarity with cloud platforms such as Azure is a plus.

Responsibilities

• Lead and build a new practice in contact centre technology.
• Define go-to-market strategy and build technical service offerings.
• Hire and lead a team, integrating solutions with the wider business.

Skills

Contact centre technology

Commercial acumen

Technical knowledge

Leadership

Tools

Microsoft Teams

Dynamics 365

Genesys

Cisco

Avaya

Job description

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Contact Centre Technology - Capability Lead, bristol

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Client:

Talent Locker

Location:

bristol, 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.