Technical Architect - Lead (UC & CC)

Charterhouse Group; Liverpool; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Private healthcare

Medicash cashback

Life assurance

Workplace pension

Cycle to work

Employee assistance programme

Savings discount

EE discount for family and friends

Birthday gift voucher

Job summary

Symity in the United Kingdom is seeking a Team Lead for Unified Communications & Contact Centre professional services. You will own solution design, lead deployments and migrations across Anywhere365/AnywhereNow and Dynamics 365, engaging with customers from presales to delivery into operational support teams.

You will mentor a team of consultants and engineers, provide direction and drive performance while ensuring documentation and standards are maintained.

Qualifications

• Strong experience designing and delivering Contact Centre solutions with Anywhere365/AnywhereNow and/or Dynamics 365 Contact Center.
• Experience in consulting or customer-facing delivery, including mentoring or leading a team of consultants or engineers.
• Deep understanding of Anywhere365/AnywhereNOW workflows, IVR design, WebAgent and reporting, plus Dynamics 365 capabilities (omnichannel routing, Copilot for Service, unified routing).
• Solid understanding of Microsoft Teams Phone integration with Contact Centre platforms, including SIP, SBCs and telephony integration.

Responsibilities

• Lead and manage the UC & CC professional services team, providing direction, guidance and support to ensure high levels of performance, productivity and consistency, and act as the first point of escalation for project engineers.
• Track team performance, monitor individual and team goals, conduct regular one-to-ones and provide constructive feedback to drive continuous improvement, ensuring team members accurately record their activity in a timely manner.
• Identify skill gaps within the team and work with the Director of Modern Work to enhance technical knowledge, professional growth and development across Contact Centre solutions.
• Manage team resource availability, responding to requests for leave and project resources (support or presales) to ensure an even spread where possible, and work flexibly to meet project deadlines which may include working outside of standard Mon-Fri 9-5 hours at times
• Provide technical oversight for customer pre-sales engagements and take responsibility for end-to-end delivery including survey, design, build and commissioning Contact Centre solutions, authoring High and Low-Level Designs to fulfil customer requirements
• Help support the ongoing relationship with customers, assisting during support issue escalation for complex issues, and provide technical support for Symity clients which may include out of hours work from time to time
• Ensure the team produces accurate and up-to-date documentation of project plans, specifications, designs, configurations and implementation details in alignment with organisational standards, including handover to support, and improve Symity collateral to provide better templates and methodologies across all areas
• Work with the Director of Modern Work to drive process improvements and lessons learned initiatives, leveraging project experiences to enhance operational efficiency, project delivery and customer satisfaction, and contribute to the strategic direction for Symity across the Contact Centre ecosystem
• Contribute to Symity marketing through social media and blogs

Skills

Communication skills (written & verbal

Good leadership qualities

Critical thinking skills

Engaging and relatable

Tools

Anywhere365/AnywhereNow

Dynamics 365 Contact Center

Microsoft Teams Phone integration

SIP/SBCs integration

Luware

Zoom Contact Centre

Power Platform

Job description

• Communication skills (written & verbal)

The role holder will take ownership of customer solution design, and lead or support deployments and migrations across Anywhere365/AnywhereNow and Dynamics 365 Contact Center projects. Day to day, they will be expected to engage directly with customers, from the presales stage through to delivery into operational support teams. Alongside their primary consulting duties, the Team Lead will take on additional responsibility for leading and managing a team of Unified Communications & Contact Centre consultants and engineers, providing direction, guidance, and support to ensure high levels of performance, productivity and consistency.

Requirements

Must haves

• Strong experience designing and delivering Contact Centre solutions with Anywhere365/AnywhereNow and/or Dynamics 365 Contact Center
• Strong experience working in a consulting or customer-facing delivery role, ideally with experience leading, mentoring or coaching a team of consultants or engineers
• Deep understanding of Anywhere365/AnywhereNOW workflows, IVR design, WebAgent and reporting, plus Dynamics 365 Contact Center capabilities (omnichannel routing, Copilot for Service, unified routing)
• Solid understanding of Microsoft Teams Phone integration with Contact Centre platforms, including SIP, SBCs and telephony integration

Sought-after Skills

• Hands-on expertise integrating Contact Centre solutions with CRM, ticketing and line-of business systems
• Knowledge of the Microsoft Modern Work and Dynamics ecosystems, especially Teams and the Power Platform
• Business Process Automation including integrations to 3rd party systems
• Experience of Luware or Zoom Contact Centre solutions
• Microsoft Teams Phone, AudioCodes and SBC/telephony integration

Personal Attributes

• Engaging and relatable
• Good leadership qualities
• Critical thinking skills
• Communication skills (written & verbal)

Key Responsibilities

• Lead and manage the UC & CC professional services team, providing direction, guidance and support to ensure high levels of performance, productivity and consistency, and act as the first point of escalation for project engineers
• Track team performance, monitor individual and team goals, conduct regular one-to-ones and provide constructive feedback to drive continuous improvement, ensuring team members accurately record their activity in a timely manner
• Identify skill gaps within the team and work with the Director of Modern Work to enhance technical knowledge, professional growth and development across Contact Centre solutions
• Manage team resource availability, responding to requests for leave and project resources (support or presales) to ensure an even spread where possible, and work flexibly to meet project deadlines which may include working outside of standard Mon-Fri 9-5 hours at times
• Provide technical oversight for customer pre-sales engagements and take responsibility for end-to-end delivery including survey, design, build and commissioning Contact Centre solutions, authoring High and Low-Level Designs to fulfil customer requirements
• Help support the ongoing relationship with customers, assisting during support issue escalation for complex issues, and provide technical support for Symity clients which may include out of hours work from time to time
• Ensure the team produces accurate and up-to-date documentation of project plans, specifications, designs, configurations and implementation details in alignment with organisational standards, including handover to support, and improve Symity collateral to provide better templates and methodologies across all areas
• Work with the Director of Modern Work to drive process improvements and lessons learned initiatives, leveraging project experiences to enhance operational efficiency, project delivery and customer satisfaction, and contribute to the strategic direction for Symity across the Contact Centre ecosystem
• Contribute to Symity marketing through social media and blogs

Benefits

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.