Contact Centre Technology - Capability Lead

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

Job summary

A leading consulting firm seeks a Capability Lead for their new Voice & Contact Centre Technology practice. This role involves building and leading a team, defining market strategy, and integrating technology within the business. Ideal candidates will have comprehensive knowledge of contact centre solutions and experience in a consulting environment.

Qualifications

• Strong awareness of the contact centre and telecoms landscape.
• Experience across communication platforms and technologies.
• Familiarity with cloud platforms like Azure.

Responsibilities

• Define go-to-market strategy for a new practice.
• Build technical service offering and lead a team.
• Embed contact centre capabilities into wider business proposition.

Skills

Contact Centre Technology

Telecoms Landscape

Commercial Acumen

Technical Knowledge

Microsoft Teams Integration

Dynamics 365 Familiarity

Education

Experience in vendor or consultancy roles

Job description

Social network you want to login/join with:

Contact Centre Technology - Capability Lead, telford

col-narrow-left

Client:

Talent Locker

Location:

telford, 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.