Contact Centre Technology - Capability Lead

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

Job summary

Une entreprise partenaire de Microsoft recherche un Capability Lead pour diriger une nouvelle pratique dans la technologie des centres de contact. Le candidat idéal doit posséder une expertise solide en technologie des centres de contact, combinée à des compétences commerciales pour construire un service géré autour de la technologie Microsoft. Ce rôle permet de travailler depuis Londres ou en mode hybride et offre un package salarial attractif.

Qualifications

• Expérience dans la technologie des centres de contact, idéalement avec des plateformes de communication.
• Souhait d'édifier une pratique et de diriger une équipe.
• Familiarité avec des technologies comme Microsoft Teams et Dynamics 365.

Responsibilities

• Définir la stratégie de mise sur le marché et construire l'offre de service technique.
• Recruter et diriger une équipe pour intégrer les capacités des centres de contact dans l'offre commerciale globale.
• Collaborer avec les équipes commerciales, de livraison et de produit.

Skills

Leadership

Commercial acumen

Technical knowledge

Contact centre technology expertise

Cloud platforms

Job description

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Contact Centre Technology - Capability Lead, gloucester

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Client:

Talent Locker

Location:

gloucester, 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.