Voice & Contact Centre Team Lead – Cisco UC Expert

Eircom Limited; Dublin; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Cisco UC

Team leadership

Incident management

Prioritization

Communication skills

Call recording

UCCE experience

Voice/UC infrastructure

Herramientas

CUCM

Unity/Connection

IM&P

CVP

Finesse

Descripción del empleo

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.