Senior Product Specialist - Voice Services

London Ambulance; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

The London Ambulance Service is seeking a Senior Product Specialist - Voice Services to lead the design and delivery of voice solutions across LAS. You will work with Product Delivery Owners to implement high-availability voice systems and Avaya infrastructure, ensuring rapid incident response and SLA compliance.

This onsite role requires commitment to on-call rotas and 40% onsite presence, with ongoing collaboration across IT, architecture, and security teams to support urgent care digital

Qualifications

• Extensive experience delivering voice services for critical systems and applications.
• Ability to design, develop, implement and manage voice systems and architectures with high availability.
• Experience with Avaya hardware installations and troubleshooting.

Responsibilities

• Lead delivery of LAS-wide digital and data projects and programmes.
• Design and deliver technical solutions for applications, systems, and infrastructure.
• Ensure upgrades are deployed with minimal downtime and SLA adherence.
• Manage incidents and communications in ITIL-aligned processes.
• Support major incidents and assess risks with mitigations.

Skills

Voice services

Voice systems design

High availability

Disaster recovery

VMware

System architecture

Education

Masters in IT

Avaya ASAC

Avaya ASTA

ITIL Foundation

Tools

Avaya hardware

SBC knowledge

Job description

The London Ambulance Service (LAS) depends on highly available, reliable, sustainable, cost-effective digital services to support the delivery of urgent and emergency care.

In order to ensure that the Trust supports the provision of digital services there are teams of subject matter experts responsible for each technical area known as Product Delivery Teams.

Product Delivery Teams are responsible for the end-to-end delivery of digital products and services. Their core objectives are to design, build, test, deploy, and continuously improve digital solutions that align with Trust strategic goals, workforce efficiency and patient excellence.

Teams operate within agile, DevOps and Project frameworks, promoting collaboration, rapid iteration, and responsiveness to change. Working alongside Architecture, Cyber Security, Business Analysis and Service Management to integrate with user-centric design, the Product Delivery Teams ensure digital products are not only functional but also valuable and scalable.

There is a minimum 40% onsite presence required, this is subject to change in line with Trust policy and local requirements.Postholder will be required to provide out of hours support through commitment to the on-call rota

Main duties of the job

The Senior Product Specialist - Voice Services is a highly technical role with extensive knowledge in their area of expertise. The role works in conjunction with the Product Delivery Owner in the design and delivery of solutions for the applications / systems and infrastructure within their technical area.

The Senior Product Delivery Specialist will be responsible for the design and delivery of technical solutions for the applications / systems and infrastructure within their technical area to:

Undertake the successful delivery of complex LAS wide Digital and Data projects and programmes

• Deliver upgraded IT systems and technologies into day-to-day operational use with minimum downtime.
• Ensure that urgent incidents and requests are met within the SLA
• Ensure all incidents are updated in the IT Service Management tool and all customers informed
• Ensure adherence to ITIL best practice and process governance for problem management, change, test and release, transition, capacity and availability
• Support managers and operational staff during major incidents and Trust-wide business impact to digital services.
• Manage relevant risks ensuring that appropriate mitigations are in place and risks escalated as necessary.
• Respond effectively to any unplanned outages

About us

Our vision is to deliver outstanding emergency and urgent care whenever and wherever needed for everyone in London, 24/7, 365 days a year. Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:Our care delivering outstanding emergency and urgent care whenever and wherever needed.Our organisation being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.Our London using our unique pan-London position to contribute to improving the health of the capital.To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.

Job responsibilities

Applicants are advised to read all the information enclosed in the advert job description role specification before completing an application.

Person Specification

Qualifications, Accreditations, Education

• Educated to Masters degree level in IT related subject / or equivalent senior technical management experience within an IT department
• Avaya Solutions Administrator Certificate (ASAC) or obtain qualification within 12 months
• Avaya Services Technical Associate (ASTA) or obtain qualification within 12 months
• Information Technology Infrastructure Library (ITIL) Foundation level

Experience

• Extensive experience working in an IT development / digital services role delivering voice services to support critical services and applications
• Experience of designing, developing, implementing and managing voice systems and architectures focusing on high availability and disaster recovery to meet business needs.
• Extensive experience of Avaya hardware installations and troubleshooting knowledge, particularly covering Avaya telephony switches, session border controllers, session managers, gateway routers, systems and voice recording platforms

Knowledge and Skills

• Knowledge of mission critical computer systems and relevant interfaces and the need to provide high levels of service availability in support of key business objectives
• Ability to design, architect and implement complex Avaya Contact Centre and UC (Unified Communications) solutions and improvements, that meet specific business needs and apply best practice, including creating high-level and low-level designs and test plans.
• Knowledge of System Platform and VMware for deploying and managing virtualized Avaya infrastructure

Personal Abilities

• Demonstrable awareness and commitment to contributing to the achievement of the Trusts vision, and behaviour consistent with the Trusts values.
• Positive and demonstrable commitment to personal and career development by a continuous record of achievement

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.