Senior 3rd-Line Voice Engineering Specialist

BT Group; Greater London; Hybrid; GBP 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

On-target annual bonus

Private GP 24/7

Pension scheme 5% + 10%

Carers leave

BT product discounts

Holiday purchase scheme

Zusammenfassung

BT Group is seeking a 3rd Line Voice Engineering Specialist to act as a high-level escalation point for complex voice services, across SIP, Mitel MiCloud and Audiocodes. You will drive improvements, coach teams, and own critical incidents while working to ensure reliable, high-quality service delivery for UK customers.

You will engage with vendors and internal product teams to influence development and support service enhancements, while navigating a 1 in 2 on-call rota and a hybrid working

Qualifikationen

• Experience as a senior escalation point for voice services.
• Ability to analyse data to drive service improvements.
• Experience working with vendors and product teams.

Aufgaben

• Act as highest level technical escalation for complex voice services.
• Lead knowledge, accreditation and product improvement activities.
• Coach on-call teams and support delivery of high-quality services.
• Own complex case management including root-cause analysis and stakeholder communications.
• Deliver against KPIs and continuous improvement objectives.

Kenntnisse

Technical escalation

Data analysis

Vendor coordination

Tools

SIP

Mitel MiCloud

Audiocodes

Unified communications

Jobbeschreibung

BT Group is seeking a 3rd Line Voice Engineering Specialist to act as a high-level escalation point for complex voice services, across SIP, Mitel MiCloud and Audiocodes. You will drive improvements, coach teams, and own critical incidents while working to ensure reliable, high-quality service delivery for UK customers.

You will engage with vendors and internal product teams to influence development and support service enhancements, while navigating a 1 in 2 on-call rota and a hybrid working