Contact Centre Technology - Capability Lead

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

Job summary

A leading Microsoft Gold Partner is seeking a Capability Lead for their new voice and contact centre consulting practice. This role involves shaping the practice by defining strategies, hiring a team, and integrating technologies such as Microsoft Teams and Dynamics 365. Offering a competitive salary of £120-140k plus bonuses, the position allows for hybrid or home-based work.

Qualifications

• Expertise in contact centre technology and telecoms landscape.
• Experience working with platforms like NICE, Genesys, Cisco, Avaya.
• Familiarity with cloud platforms and hybrid voice infrastructure.

Responsibilities

• Build and lead a consulting practice based on contact centre technology.
• Define go-to-market strategy and develop technical service offerings.
• Hire and lead a team, collaborating with sales and product teams.

Skills

Contact Centre Technology

Commercial Acumen

Technical Knowledge

Communication Platforms

Tools

Microsoft Teams

Dynamics 365

Azure

Voice Infrastructure

Job description

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Contact Centre Technology - Capability Lead, portsmouth, hampshire

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Client:

Talent Locker

Location:

portsmouth, hampshire, 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.