Information Systems Specialist Telephony

Beighton; Sheffield; Presencial; GBP 32.000 - 42.000; Jornada completa

Descripción de la vacante

Sheffield City Council is evolving its digital services and is seeking an Information Systems Specialist Telephony to provide expert support for the Storm Contact Centre telephony, corporate mobile devices and associated digital services. The role focuses on advanced development, integrations and secure, accessible solutions that improve frontline service delivery and customer journeys.

You will translate business needs into technical plans, lead end-to-end delivery, and ensure governance,

Formación

• Advanced Telephony system development, configuration and administration.
• Experience developing Mobile Device management builds on Intune.
• Proficiency in system integrations.
• Strong technical troubleshooting, problem-solving and root cause analysis skills.
• Ability to design scalable, maintainable and supportable digital solutions.
• Experience managing development activities through the full lifecycle, including planning, testing and implementation.
• Strong stakeholder engagement and communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to translate business requirements into practical technical solutions.
• Knowledge of accessibility standards, information security, data protection and change control processes.
• Strong organisational skills, with the ability to manage competing priorities, risks, dependencies and delivery deadlines.
• Commitment to innovation, continuous improvement, knowledge sharing and professional development.

Responsabilidades

• Act as SME for the Council’s Storm Contact Centre telephony system and related services.
• Lead complex Corporate Telephony development, configuration and support.
• Develop advanced digital services using Telephony platform tools and Google Dialogue Flow.
• Design, build and support integrations between internal and external IT systems.
• Investigate and resolve complex technical issues across call treatments and integrations.
• Design, build and support Mobile device builds on Intune for Android and iOS.
• Translate business requirements into technical solutions and deliverables.
• Manage developments through planning, build, testing and post-deployment support.
• Collaborate with project teams, service areas, suppliers and technical colleagues to deliver improvements.
• Ensure solutions comply with security, accessibility, data protection, governance requirements.
• Drive continuous improvement in processes, automation and customer experience.
• Support knowledge sharing and adherence to development standards.

Conocimientos

Advanced telephony

Intune MD builds

System integrations

Troubleshooting

Scalable digital solutions

Lifecycle development

Stakeholder engagement

Business requirements translation

Accessibility & security knowledge

Organisation & prioritisation

Innovation & knowledge sharing

Herramientas

Microsoft Intune

Microsoft Teams telephony

Google Dialogue Flow

Descripción del empleo

Information Systems Specialist Telephony

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies. As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The Role

The postholder will provide advanced technical and professional expertise for the Council's Mobile Device Service, Storm Corporate Telephony platform and associated digital services.

These services support front-line service delivery, customer contact and staff connectivity, enabling residents and employees to access information, communicate effectively and interact with Council services through a range of channels.

The role combines complex day-to-day development with responsibility for delivering service enhancements that support major transformation programmes, operational service delivery and improved customer journeys. This includes initiatives such as, workforce management (WFM) development, channel shift and call reduction programmes, customer self-service improvements and the implementation of new contact centre capabilities.

Key Responsibilities

• Act as the subject matter expert for the Council’s Storm Contact Centre telephony system, corporate mobile devices, Microsoft Intune and Microsoft Teams telephony, setting technical standards and providing authoritative advice.
• Lead complex Corporate Telephony development, configuration and support.
• Develop advanced digital services using Telephony platform tools, Google Dialogue Flow and related technologies.
• Design, build and support integrations between internal and external IT systems.
• Investigate and resolve complex technical issues across telephone call treatments and integrations.
• Design, build and support Mobile device builds on Intune for both Android and IOS devices.
• Translate business requirements and programme objectives into technical solutions, development plans and deliverable outcomes.
• Manage assigned developments through planning, build, testing, implementation and post-deployment support.
• Work closely with project teams, service areas, suppliers and technical colleagues to deliver transformation and service improvement initiatives.
• Ensure solutions comply with security, accessibility, data protection, architectural and governance requirements.
• Drive continuous improvement by identifying opportunities to enhance processes, automation, integrations and customer experience.
• Support knowledge sharing, peer review and the adoption of consistent development standards and practices.

Skills and Knowledge we are looking for

• Advanced Telephony system development, configuration and administration skills.
• Experience developing Mobile Device management builds on Intune
• Proficiency in system integrations.
• Strong technical troubleshooting, problem-solving and root cause analysis skills.
• Ability to design scalable, maintainable and supportable digital solutions.
• Experience managing development activities through the full lifecycle, including planning, testing and implementation.
• Strong stakeholder engagement and communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to translate business requirements into practical technical solutions.
• Knowledge of accessibility standards, information security, data protection and change control processes.
• Strong organisational skills, with the ability to manage competing priorities, risks, dependencies and delivery deadlines.
• Commitment to innovation, continuous improvement, knowledge sharing and professional development.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyoneand where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.