Technical Architect - Lead (UC & CC)

Charterhouse; Liverpool; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Private healthcare

Medicash cashback

Workplace pension

Cycle to work scheme

Employee assistance programme

EE discount for you and family

Job summary

Symity UK is seeking a Team Lead for Unified Communications & Contact Centre, to own customer solution design and lead deployments across Anywhere365/AnywhereNow and Dynamics 365 Contact Center projects.

You will engage with customers from presales to delivery, mentor a team of consultants and engineers, and drive performance, quality and knowledge sharing.

This role involves hands-on leadership, flexible working patterns and influencing Symity's CC strategy.

Qualifications

• Extensive design and delivery experience of Contact Centre solutions with Anywhere365/AnywhereNow and/or Dynamics 365 CC.
• Consulting or customer-facing delivery background with mentoring or coaching team members.
• Deep knowledge of Anywhere365/AnywhereNOW workflows, IVR, WebAgent, reporting and Dynamics 365 CC capabilities.
• Strong understanding of Teams Phone integration with CC platforms (SIP, SBCs).
• Experience integrating CC solutions with CRM, ticketing and business systems; familiarity with Luware/Zoom CC.
• Knowledge of Microsoft Modern Work, Teams and Power Platform.

Responsibilities

• Lead and manage the UC & CC professional services team, providing direction and escalation support.
• Track team performance, conduct 1:1s and ensure timely activity documentation.
• Identify skill gaps and drive technical knowledge and development across CC solutions.
• Coordinate resource availability and balance workload to meet project deadlines.
• Provide technical oversight for pre-sales engagements and end-to-end delivery, including designs.
• Support ongoing customer relationships and assist with issue escalation when needed.
• Contribute to process improvements and strategic direction for Symity's CC ecosystem.
• Contribute to Symity marketing via social media and blogs.

Skills

Contact Centre design

Team leadership

Anywhere365 workflows

IVR design

WebAgent reporting

Dynamics 365 CC

Teams Phone integration

CRM integration

Ticketing integration

LOB systems

Luware

Zoom CC

AudioCodes

SBC integration

Job description

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.

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

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.