Contact Centre Technology - Capability Lead

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

Job summary

A leading consulting firm is seeking a Capability Lead in Voice & Contact Centre Technology. This role involves building a new practice from the ground up, necessitating expertise in contact centre technology and a strategic approach to service offering development. Ideal candidates will have deep technical knowledge and a background in the telecom landscape to successfully launch and manage this initiative with options for hybrid working from Glasgow.

Qualifications

• Expert in contact centre technology with ambition to build and lead a consulting practice.
• Strong understanding of telecoms landscape and modern voice and contact centre solutions.

Responsibilities

• Define go-to-market strategies and build technical service offerings.
• Hire and lead a team while collaborating with sales and product teams.

Skills

Contact Centre Technology

Telecoms Landscape

Communication Platforms

Technical Knowledge

Tools

Microsoft Teams

Dynamics 365

Azure

IVR

NICE

Genesys

Cisco

Avaya

Job description

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Contact Centre Technology - Capability Lead, Glasgow

Client: Talent Locker

Location: Glasgow, United Kingdom

Job Category: Other

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

Are you an expert in contact centre technology with the ambition to build and lead a consulting practice from scratch? An established Microsoft Gold Partner is launching a new business stream and seeks a capable leader to take full ownership of it.

You will join a reputable Microsoft Technology Partner with successful practices across Microsoft Enterprise Systems (ERP/CRM), Microsoft Cloud, and Managed Services. They are expanding into the contact centre space, aiming to develop a managed service offering based on Microsoft technology — and they need someone to drive this vision from the ground up.

This is a unique opportunity to shape a new practice — defining go-to-market strategies, building technical service offerings, hiring and leading a team, and collaborating with sales, delivery, and product teams to embed contact centre capabilities into the broader business.

You should have a strong understanding of the contact centre and telecoms landscape, ideally with experience across communication platforms and technologies such as chat, voice, IVR, NICE, Genesys, Cisco, Avaya, and others.

You will bring both commercial insight and deep technical knowledge of modern voice and contact centre solutions architecture, delivery, and management in enterprise environments. Your background might be from a vendor, systems integrator, or consultancy, with familiarity with cloud platforms like Azure, hybrid voice infrastructure, and integrations with Microsoft Teams and Dynamics 365.

Salary circa £120-140k + bonus. The role is based in London with options for remote work.

If you're interested in building and leading a practice from the ground up, please apply.