Contact Centre Technology - Capability Lead

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

Job summary

An established Microsoft Gold Partner is seeking a Capability Lead for their new contact centre technology practice in Shrewsbury. This role offers a competitive salary up to £140k plus benefits and the opportunity to shape and lead a practice dedicated to modern voice and contact centre solutions. The right candidate will possess deep industry knowledge and the ambition to drive this initiative from inception within a dynamic and hybrid work environment.

Qualifications

• Deep expertise in contact centre technology.
• Experience with cloud platforms and telecoms landscape.
• Ability to build and lead a team.

Responsibilities

• Define go-to-market strategy and build technical service offerings.
• Drive the vision for managed service offerings and lead practice development.
• Work closely with sales and product teams.

Skills

Technical knowledge of contact centre solutions

Commercial acumen

Leadership

Experience with communication platforms

Tools

Microsoft Teams

Dynamics 365

Azure

IVR

Genesys

Cisco

Avaya

Job description

Social network you want to login/join with:

Contact Centre Technology - Capability Lead, shrewsbury

col-narrow-left

Client:

Talent Locker

Location:

shrewsbury, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

col-wide

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.