Lead UC & CC Solutions Architect

Charterhouse; Liverpool; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Private healthcare

Medicash cashback

Workplace pension

Cycle to work scheme

Employee assistance programme

EE discount for you and family

Job summary

Symity UK is seeking a Team Lead for Unified Communications & Contact Centre, to own customer solution design and lead deployments across Anywhere365/AnywhereNow and Dynamics 365 Contact Center projects.

You will engage with customers from presales to delivery, mentor a team of consultants and engineers, and drive performance, quality and knowledge sharing.

This role involves hands-on leadership, flexible working patterns and influencing Symity's CC strategy.

Qualifications

• Extensive design and delivery experience of Contact Centre solutions with Anywhere365/AnywhereNow and/or Dynamics 365 CC.
• Consulting or customer-facing delivery background with mentoring or coaching team members.
• Deep knowledge of Anywhere365/AnywhereNOW workflows, IVR, WebAgent, reporting and Dynamics 365 CC capabilities.
• Strong understanding of Teams Phone integration with CC platforms (SIP, SBCs).
• Experience integrating CC solutions with CRM, ticketing and business systems; familiarity with Luware/Zoom CC.
• Knowledge of Microsoft Modern Work, Teams and Power Platform.

Responsibilities

• Lead and manage the UC & CC professional services team, providing direction and escalation support.
• Track team performance, conduct 1:1s and ensure timely activity documentation.
• Identify skill gaps and drive technical knowledge and development across CC solutions.
• Coordinate resource availability and balance workload to meet project deadlines.
• Provide technical oversight for pre-sales engagements and end-to-end delivery, including designs.
• Support ongoing customer relationships and assist with issue escalation when needed.
• Contribute to process improvements and strategic direction for Symity's CC ecosystem.
• Contribute to Symity marketing via social media and blogs.

Skills

Contact Centre design

Team leadership

Anywhere365 workflows

IVR design

WebAgent reporting

Dynamics 365 CC

Teams Phone integration

CRM integration

Ticketing integration

LOB systems

Luware

Zoom CC

AudioCodes

SBC integration

Job description

Symity UK is seeking a Team Lead for Unified Communications & Contact Centre, to own customer solution design and lead deployments across Anywhere365/AnywhereNow and Dynamics 365 Contact Center projects.

You will engage with customers from presales to delivery, mentor a team of consultants and engineers, and drive performance, quality and knowledge sharing.

This role involves hands-on leadership, flexible working patterns and influencing Symity's CC strategy.