Network Voice Specialist

Midland Credit Management, an Encore Capital Group Company; West Malling; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the financial services sector is seeking a Network Voice Specialist to join their IT Operations team. This hybrid role involves providing technical delivery for voice solutions, managing third-party vendors, and ensuring compliance with security standards. The ideal candidate will have extensive experience in voice technologies and a strong ability to troubleshoot complex issues while fostering relationships with stakeholders.

Qualifications

• Experience with on-premise and cloud-based voice platforms.
• In-depth knowledge of telephony technologies and troubleshooting.
• Certifications like Cisco or Palo Alto are beneficial.

Responsibilities

• Provide technical delivery and design support for voice projects.
• Diagnose and resolve complex telephony incidents.
• Build relationships with stakeholders to capture business requirements.

Skills

Voice solution design

Telephony troubleshooting

Vendor management

Infosec compliance

Continuous Service Improvement

Tools

Alvaria SIPhony

Genesys cloud platform

Ribbon Sonus SBC

Asterisk-based PBX

Job description

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An exciting opportunity has arisen to join the IT Operations team in Cabot, Kings Hill as a Network Voice Specialist. This is a permanent role. It is a hybrid position with travel to Kings Hill required and some European travel.

Role Purpose

The role sits within the IT Operations area, and the right candidate would be an experienced voice solutions engineer with a high level of relevant technical expertise.

This role operates across both projects and operational activities. Facing off to project managers and senior stakeholders to accurately capture requirements and propose technology solutions to deliver business outcomes. For project activities in delivery, this individual will work closely with third parties or in-house resources to ensure compliance with agreed design, standards, and governance to facilitate acceptance into formal service.

They will also provide a high level of expertise in diagnosing and resolving complex technical challenges, problems, or major incidents.

This is a customer-facing role, and the successful candidates will need to build relationships with business colleagues to capture business requirements and needs, translating these into design proposals which are then delivered into service.

Key Accountabilities & Responsibilities

• Provide technical delivery and design support for projects and complex voice/telephony changes.
• Participate in design and solutioning activities, commissioning of design/delivery work from third-party suppliers, and quality assurance and acceptance into service of third-party delivered work.
• Maintain strategic awareness by following key vendor roadmaps and industry trends to anticipate and plan for upcoming changes, security updates, new features, and evolving best practices, incorporating these into project proposals.
• Ensure all designs are robust, compliant with relevant standards and design principles, and satisfy Infosec requirements.
• Play a key role in diagnosing and resolving high-impact or technically challenging problems, in coordination with IT operations colleagues.
• Be diligent in determining root causes of problems/issues and driving resolutions to address causes rather than symptoms.
• Support audit and compliance activities (e.g., Finance, ISO27001, Sarbanes-Oxley, NIST, Client audits).
• Be available for out-of-hours work to support planned activities/changes.
• Build and maintain strong relationships with colleagues, stakeholders, and third parties to meet project outcomes.
• Create and maintain robust plans and schedules, ensuring delivery on commitments.
• Promote a culture of Continuous Service Improvement (CSI) to enhance performance, security, reliability, and processes.
• Ensure security is integrated into all solutions, complying with Infosec and regulatory standards.
• Participate in an out-of-hours support rota covering voice and network services.

Person Specification

Knowledge & Experience

• Experience proposing robust, reusable voice solution designs to meet project deliverables.
• Experience administering on-premise and cloud-based voice/dialler platforms and migrating services to the cloud.
• In-depth experience with Alvaria (formerly Noble) SIPhony Contact Centre and Genesys cloud platform.
• Knowledge of softphone and handset technologies, including Avaya handsets and Alvaria softphone.
• Experience with card masking technologies like Card Easy and building PCI-compliant telephony solutions.
• Experience with Ribbon Sonus SBC and Asterisk-based PBX technologies.
• Ability to troubleshoot complex telephony incidents/problems and optimize platform and campaign performance.
• Experience managing third-party vendors for technology support and project delivery.
• Extensive experience working within Infosec and security best practices to deliver secure solutions.
• Methodical diagnostic skills for resolving complex problems and major incidents.
• Experience designing, building, and supporting enterprise telephony and dialler solutions.

Desirable

• Routing & switching, LAN/WAN technologies, Cisco (Catalyst & Nexus), and Palo Alto knowledge.
• Knowledge of TOGAF architecture framework.
• Azure design, networking, configuration, and support experience.
• Experience in a technical support role within the financial services sector.

Certifications such as Cisco, Security, Palo Alto, TOGAF are beneficial.