Contact Centre Technology - Capability Lead

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

Job summary

A leading technology consultancy seeks a Capability Lead for its new Voice & Contact Centre Technology division. This strategic role involves shaping a new practice, leading team initiatives, and collaborating with sales and product teams. Ideal candidates will have deep expertise in contact centre solutions and relevant cloud technologies. This position offers a competitive salary of £120-140k with the flexibility of hybrid working arrangements.

Qualifications

• Experience in contact centre technology and managing teams.
• Knowledge of communication platforms such as NICE, Genesys, Cisco, and Avaya.
• Understanding of hybrid voice infrastructure and integrations with Microsoft Teams.

Responsibilities

• Lead the development of a new consulting practice in contact centre technology.
• Define the go-to-market strategy and build the technical service offering.
• Hire and lead a team while working closely with various business units.

Skills

Expertise in contact centre technology

Commercial acumen

Technical knowledge of voice solutions

Familiarity with cloud platforms (Azure)

Job description

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Contact Centre Technology - Capability Lead, reading

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Client:

Talent Locker

Location:

reading, 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.