Contact Centre Technology - Capability Lead

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

Job summary

A leading company in the consulting sector seeks a Capability Lead for Voice & Contact Centre Technology. This key role involves building a new practice from scratch, developing strategies and leading a team in the contact centre space utilizing Microsoft technologies. Candidates should possess substantial experience in telecoms and contact centre solutions.

Qualifications

• Experience in building and leading teams in the telecoms sector.
• Strong technical knowledge in modern voice solutions and integrations.
• Ability to shape new practices and strategies in contact centre technology.

Responsibilities

• Lead and develop a new consulting practice for contact centre technology.
• Define go-to-market strategies and technical service offerings.
• Collaborate with sales and product teams to integrate contact centre solutions.

Skills

Contact Centre Technology

Telecoms Landscape Knowledge

Commercial Acumen

Technical Knowledge

Tools

Microsoft Teams

Dynamics 365

Azure

Genesys

Cisco

Avaya

Job description

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Contact Centre Technology - Capability Lead, crawley, west sussex

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Client:

Talent Locker

Location:

crawley, west sussex, 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.