Systems & Change Analyst

Virgin Media Ltd; Motherwell; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading telecommunications company in Scotland is seeking a Systems and IVR Governance Analyst to effectively manage IVR and telephony routing changes. This role requires collaboration with key stakeholders and strong relationship-building skills to ensure operational performance is maintained. Candidates should have telco sector experience and technical knowledge of Amazon Connect. A robust benefits package is offered.

Benefits

Comprehensive rewards package

Supportive work culture

Qualifications

• Experience in the telecommunications sector is essential.
• Strong background in using Amazon Connect for telephony routing.
• Ability to demonstrate strong verbal, written, and numerical skills.

Responsibilities

• Manage changes to IVR and telephony routing effectively.
• Collaborate with stakeholders to assess change requests and provide solutions.
• Ensure oversight of routing structure changes impacting operational performance.

Skills

Telco sector experience

Amazon Connect Telephony routing expertise

Knowledge of AWS platforms

Strong verbal communication skills

Microsoft Excel proficiency

Job description

Overview

Working as Systems and IVR Governance Analyst here at Virgin Media O2, you will ensure that changes to IVR and telephony routing are delivered effectively, without negatively impacting customers or frontline agents. This role involves close collaboration with Operations and key stakeholders to assess the feasibility of change requests, provide alternative solutions where necessary, and maintain oversight of the routing structure and any changes that could affect operational performance.

The role is central to the communication and coordination of any impacts to IVR and telephony routing, systems, or technology. It involves liaising with The Central Hub and other stakeholders to ensure that mitigations and action plans are implemented swiftly and effectively. This is achieved through strong engagement with teams across VMO2, gathering relevant information and ensuring it is communicated clearly to the right people.

Using strong relationship-building skills, the analyst works with approval and resolver groups to manage impacts efficiently. Where necessary, they follow escalation routes and ensure all change requests and outages are tracked through to full resolution.

The role may also include managing a team of analysts, working collaboratively with the operation and stakeholders to ensure all tasks are delivered with a high level of accuracy and attention to detail.

Must haves

• Telco sector experience
• Experience and technical knowledge of Amazon Connect Telephony routing
• Knowledge of AWS platforms, agent systems and applications
• Ability to demonstrate strong verbal, written and numerical skills
• Ability to demonstrate knowledge of Microsoft Excel to support key analysis of change activity

The other stuff we are looking for

• Provide input and best practice guidance for all IVR/routing change requests
• Lead on all IT related impacts and outages as the POC for Workforce Planning
• Liaise with Change teams to understand upcoming changes, ensuring monitoring for early identification of issues and logging of any impacts as a result of change
• Deliver monthly reporting and analysis to aid planning teams in understanding impact on forecasts
• Work closely with Incident management to support process and communication strategy

What\'s in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.