Customer Solution Design Specialist (Avaya)

BT Group; Newcastle upon Tyne, Birmingham; On-site; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Bonus 10%

25 days holiday

Private GP access

Carers leave

Pension scheme

BT product discounts

Holiday purchase

Job summary

BT Group in the UK seeks a Customer Solution Design Specialist (Avaya) to shape end-to-end contact centre designs for blue light customers across Newcastle and Birmingham. You’ll translate operational needs into integrated technical solutions and collaborate with architects, customers and delivery teams.

The role requires strong Avaya design experience, understanding of networking, virtualization and cloud tech, and the ability to manage risk while supporting senior stakeholders.

Qualifications

• Strong practical expertise in designing and supporting Avaya contact centre solutions.
• Broad understanding of the infrastructure that supports contact centre services, including networking, virtualisation and cloud technologies.
• Proven ability to turn complex customer needs into integrated technical designs and manage risk.

Responsibilities

• Lead the capture of detailed customer requirements and translate them into end-to-end solution designs.
• Partner with architects, customers and third parties to agree technical direction, statements of work and delivery outcomes.
• Manage design reviews, validation, migration planning and documentation updates so that solutions integrate effectively.
• Improve design and delivery capability by driving consistent technical processes and resolving complex issues.
• Share specialist knowledge with colleagues and stakeholders, supporting bids with clear designs.

Skills

Avaya design

Networking

Virtualisation

Cloud technologies

Risk management

Stakeholder collaboration

Tools

Cisco contact centre products

Job description

Job Title: Customer Solution Design Specialist (Avaya)

Posting Start Date: 12/10/2026

Posting End Date: 20/10/2026

Division: UK Business

Job Location: GBR Newcastle - Gosforth TE, GBR-Birmingham-Three Snowhill

Advertised Salary: Competitive

About the role

You’ll join our Police & Government Design Team, shaping complex in-life technical solutions for blue light customers and contributing specialist expertise to new business when needed. Working collaboratively with architects, customers and delivery teams, you’ll translate operational needs into clear, integrated contact centre designs that support reliable public services. This is an opportunity to influence technical direction, strengthen customer relationships and improve how we design and deliver solutions across BT.

What you’ll be doing

• Lead the capture of detailed customer requirements and translate them into practical end-to-end solution designs.
• Partner with architects, customers and third parties to agree technical direction, statements of work and delivery outcomes.
• Manage design reviews, validation, migration planning and documentation updates so that solutions integrate effectively and remain supportable.
• Improve design and delivery capability by driving consistent technical processes, identifying risks and resolving complex service issues.
• Support colleagues and senior customer stakeholders by sharing specialist knowledge, explaining designs clearly and contributing thought leadership to complex bids.

Essential Skills / Experience

• Strong practical expertise in designing and supporting Avaya contact centre solutions, with the ability to explain complex technical choices clearly.
• Broad understanding of the infrastructure that supports contact centre services, including networking, virtualisation and cloud technologies.
• Proven ability to turn complex customer needs into integrated technical designs, manage risk and collaborate effectively with senior stakeholders and delivery teams.

Desirable Skills / Experience

• Awareness of Cisco contact centre products and how they integrate with wider solution environments.
• Experience working with blue light organisations or knowledge of police control room environments.
• Existing Security Check (SC) or NPPV3 clearance. The role requires NPPV3 clearance, so appointment will be subject to meeting the relevant requirements.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future?

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.