Digital Telephony Engineer

Mid Yorkshire Teaching NHS Trust; Wakefield; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

NHS pension

27 days holiday + bank holidays

Staff wellbeing services

Job summary

Mid Yorkshire Teaching NHS Trust is seeking a Digital Telephony Analyst to maintain the availability, performance and resilience of our telephony infrastructure across sites in Wakefield and beyond. You will ensure security, reliability and scalability of telephony systems supporting clinical and corporate services.

In this role you will provide third line support, on-call out of hours, and contribute to new IVR and contact centre implementations.

Qualifications

• Degree or equivalent occupational/professional qualification or experience.
• Relevant technical qualification.

Responsibilities

• Maintain and support physical and virtual telephony infrastructure servers and services.
• Maintain and support IVR, call queues and contact centres.
• Implement new IVR, call queues and contact centres.
• Provide third line support and on-call out of hours on a rota.

Skills

Cisco UC

IVR

Call queues

On-call support

Microsoft Office

Education

Degree or equivalent

Tools

Cisco Unified Communications Manager

Job description

Contact information

For further information about this role, please email Liam O'Connell (Digital Operations Manager) via [e-mail]

About the role

The Digital Telephony Analyst will be a key member of the Digital Services team, ensuring the availability, performance and resilience of the Trust’s telephony infrastructure across all sites and services. This includes maintaining the security, reliability, and scalability of the Trust’s telephony systems, enabling clinical and corporate systems to operate efficiently and securely.

Main duties

The Digital Operations Team are responsible for the provision and support of electronic information systems and the system infrastructure for the Trust and local external NHS organisations.

The Digital Telephony Analyst will be required to provide third line support, maintenance and development for the many information systems, computer and server infrastructure and operating systems.

The post holder will also provide second and third line out of hours on-call support on a rota basis.

• Maintenance and support of physical and virtual telephony infrastructure servers and services
• Maintenance and support of IVR, call queues and contact centres
• Implementation of new IVR, call queues and contact centres
• Provide expertise to the implementation and ongoing support of systems and services
• Contribute to the production of new methodologies and solutions as required
• Identify and diagnose system problems, providing resolution or temporary workaround options
• Provide operating system and system architecture knowledge and contribute towards the creation of operating procedures
• Pro-active monitoring of system performance and capacity.
• Configuring, monitoring and validating backup and restoration services of Trust systems including supporting documentation.
• Log and report service disruptions

Essential person specification requirements

Qualifications:

• Degree or equivalent occupational/professional qualification or experience
• Relevant technical qualification

Experience:

• Working in a busy support environment
• Previous work experience in the NHS
• In-depth knowledge of Cisco Unified Communications Manager
• In-depth knowledge of IVR, call queues and contact centres
• Working with suppliers
• Advanced knowledge of Microsoft Office applications

Knowledge and Awareness:

• Good knowledge and hands-on experience with routing and switching technologies
• Good knowledge of telephony systems and protocols
• Knowledge of Cisco Unified Communications Manager
• Knowledge of IVR, call queues and contact centres

Be part of MY team

We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients’ homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work.

We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust.

If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.

Application guidance: We understand that more applicants are using artificial intelligence (AI) technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.

Our benefits

• Access to the NHS pension plan
• Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service
• Exceptional employee health and wellbeing services
• Extensive benefits and support, including:
• Onsite nurseries and childcare salary sacrifice scheme
• Home electronics scheme
• Cycle to work scheme - subject to eligibility criteria
• Car lease salary sacrifice scheme - subject to eligibility criteria
• Working carers support and advice, carers network and carers passport
• Flexible working options and family and carer-friendly policies
• Established staff networks, including LGBTQ+ and Race Equality
• Career progression, training and support

Skilled worker sponsorship

You can find out more about skilled worker and health and care visas on our careers site.