Team Lead – Voice and Contact Centre Services

Eircom Limited; Dublin; On-site; EUR 70,000 - 90,000; Full time

Job summary

eir is seeking a Team Lead for Voice and Contact Centre Services in Dublin. You will manage the delivery of stable, secure Unified Communications and Contact Centre services, combining deep Cisco UC expertise with leadership of a delivery team.

You will drive incident resolution, oversee changes, and work with cross-functional teams to ensure user and customer satisfaction. The role includes on-call duties and ongoing service improvements.

Qualifications

• Minimum five years' experience in ICT/Telco.
• Experience working on Cisco UC.
• Experience in leading a team and managing competing priorities.
• Knowledge of call recording and UCCE is an advantage.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead and manage Voice and UC services delivery for a major Managed Service client.
• Provide expert support for Cisco CUCM, Unity, UCCE, CVP, and Finesse.
• Develop ICM routing scripts and failover scenarios.
• Collaborate with network, security and service management teams.
• Produce clear documentation and SOPs; assist with capacity planning.
• Provide on-call support 24x7 and drive continuous service improvement.

Skills

Cisco UC

Team leadership

Incident management

Prioritization

Communication skills

Call recording

UCCE experience

Voice/UC infrastructure

Tools

CUCM

Unity/Connection

IM&P

CVP

Finesse

Job description

Voice and Contact Centre Services - Team Lead

Closing Date: 25/09/2026

Location: Dublin 8

Reference #: 2106

Role Title:

Team Lead – Voice and Contact Centre Services

Business Area:

Delivery Assurance & Service

About This Role:

The team leader will lead the Voice and Contact Centreteam servicing one of eir Business’s largest dedicated Managed Servicecustomers.

They are responsible for supporting the delivery of stable,secure and high ‑ quality UnifiedCommunications and Contact Centre services across the organisation. The rolecombines deep technical expertise in Cisco Unified Communications (CUCM, Unity,IM&P, Gateways) with advanced skills in Cisco Unified Contact CentreEnterprise (UCCE, ICM, CVP, Finesse).

The role provides expert support for Cisco UC platforms,resolves complex voice issues, delivers high-quality changes and improvements,and contributes to the stability of critical business communications.

The engineer acts as a trusted technicalspecialist—supporting day ‑ to ‑ day operations, leading incident resolution, and drivingcontinuous service improvement. Working closely with network, security, contactcentre, and service management teams, the role ensures that voice services meetbusiness needs, comply with standards, and provide a seamless experience forusers and customers.

Expectations From TheRole:

Key Responsibilities:

• Support Cisco Unified Communications Solutions (CUCM, Unity Connection)
• Support Cisco UCCE solutions including ICM, CVP, Finesse.
• Build and manage ICM routing scripts including calls flows, logic routing, and failover scenarios.
• Integrate voice systems with network, security, and collaboration platforms.
• Patch/Upgrade CVP, Finesse, CUIC, CUCM and gateways according to lifecycle and security requirements.
• Monitor health of UC/UCCE systems.
• Respond to and resolve voice-related support incidents across CUCM, UCCE, Unity, Cubes, SIP trunks and SIP providers.
• Perform root-cause analysis (RCA) for major incidents and implement corrective actions.
• Adherence to IT Incident, Problem, and Change procedures to ensure availability, security and reliability of the production environment.
• Participation in and support of major voice projects.
• Produce high-quality documentation including configuration guides and support material.
• Assist with capacity planning and platform lifecycle management.
• Provide on call support 24x7 as part of an on call rota.

Requirements For ASuccessful Application:

Experience:

• Relevant technicalexperience / certification
• A minimum of five years'experience in the ICT/Telco industry.
• Knowledge and experienceof working on Cisco UC
• Experience in callrecording and UCCE would be an advantage.
• Experience in leading ateam.
• Strong track recordofeffectively assessing and managing competing priorities.
• Excellent communicationand relationship development skills
• Highly motivated, strongattention to detail, team oriented, organised.

Key Performance Indicators:

• Respond to ContactCentre and Voice-related incidents within agreed SLAs
• Ensure servicesare on-boarded in a timely manner and that the wider team is capable ofsupporting these new solutions.
• Ensurehigh-quality, accurate, and maintained technical documentation, runbooks, andSOPs.
• Ensure changerequests are completed within agreed SLAs
• Mentor / Developteam competency levels to ensure appropriate skillsets.

Others:

Competency Profile:

Technical

• Skilled in log analysisand interpretation.
• Understanding of QoS,routing, switching, SBCs, and carrier SIP

Business

• Results Focus
• Problem solving
• Analysis and Decision Making

People

Our purpose is to connect for a better Ireland.

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.

Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.