Technical Management Professional

The role holder is required to effectively handle the delivery and support of IPT solutions for the IPT Global Hub.

Within Service Delivery, he/she will take ownership to handle the delivery of large volume for higher complexity solutions for the unit. He/she enables solutions to be delivered at maximum efficiency and profit through efficient management of assigned resources during deliveries, enabling the production of configuration scripts, planning packs and remote configuration/support for IPT solutions within standard template designs as per BT security standards at least cost. He /she enables delivery of a fully working solution within scope of responsibility.

Within Service Assurance he/she will provide 3rd line support for reported incidents, using their expertise to diagnose cause of failure and implementing a resolution remotely or with assistance from the appropriate agent within agreed timescales. They will take ownership of incidents during resolution, keeping all parties regularly informed of progress. 

Provide technical support and coach team members in the vendor / technology areas.
    Provide technical ownership within the agreed boundaries of the job.
    Own escalation and provide technical solutions to the customer's satisfaction.
    Attend customer meetings to review provision/repair of solutions.
    Evaluate new products and assess training requirements ready for launch.
    Meet contracted SLA requirements and expectations during delivery and incident.
    Capture all revenue opportunities for BT through effective management of customers and account teams.
    Actively contribute to the productivity and performance improvements in line with team targets .
    Constructively work together, sharing ideas, knowledge and resources to move the business forward.
    Empathise with customers, anticipate their needs and balance solutions against commercial requirements.
    Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value.
    Carry out duties in line with the Job Standards and Personal Objectives.

Delivery specific:
    Manage the delivery of large projects to enable delivery at least cost
    Ensure that all teams are aware of the processes and follow them to avoid future escalations.
    Maintain a Demand & Capacity plan for the delivery to make efficient use of resource
    Manage a matrixed team of people to deliver solutions
    Own and deliver solutions on multi-matrix solutions using multi-vendor devices
    Assurance Specific
    Provide rapid and accurate diagnostics within agreed SLAs
    Undertake analysis and investigation within area of responsibility for Problem Managers
    Provide 24hr support through agreed rota for customer networks
    Identify and recommend changes to improve reliability/performance
    Pass knowledge down to 2nd line teams to continually enhance ability to resolve at least cost

Utilizing your hands-on experience with the Genesys Cloud application interface to troubleshoot issues effectively.
    Identifying and resolving user and network issues related to Genesys Cloud CX.
    Demonstrating a strong technical understanding of Genesys Cloud CX software, including it's architecture and integration with other 
systems.
    configuring queues, managing user roles, and handling all available contact center features.
    Good understanding of reporting capabilities, data handling, API's.
     Providing technical assistance to end users across various channels including voice, email, chat, and social media.
    Strong knowledge and 6+ years of experience with Cisco ICM/(UCCE/H),CVP,Cisco Finesse,CUIC, Cisco Customer Management portal,UCCX
    Strong troubleshooting skills on components like ICM-Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML GW, ECE, IDS, Ingress GW and CUSP
    Knowledge of CVP Call Studio and SQL Administration.
    Strong experience on upgrade and new deployment of UCCE/HCS components
    Handle Complex Change and Problem which could involve the planning, approving and implementation of changes
    Handle as needed with Problem Management which may include analysing data for root cause analysis
    Strong troubleshooting and Analytical knowledge for resolving ICM complex Call flow related issues
    Cisco IPT-Cisco Unified Communications Manager (CUCM), Cisco Unified Presence, Jabber, Gateways, SIP & endpoints
    Engage TAC as required to resolve complex technical issues
    Hands-on experience in  implementation, upgrade and troubleshooting of VoIP solutions that includes AudioCodes 
    Administration and support of AudioCodes devices.
    Strong knowledge in troubleshooting with tools like Wireshark, Syslog Viewer
     Knowledge of SIP, RTP, SRTP, RTCP, SDP, audio codecs and video codecs
    Knowledge of AudioCodes gateways and SBCs
    Expertise in Session Initiation Protocol, PSTN Connectivity and supporting AudioCodes SBC
    strong knowledge of Microsoft, Unix servers, MS SQL & CTI
    Good knowledge of VoIP environments and IP/PSTN integrations
    Hands on troubleshooting experience on Verint/Calabrio voice recording solution  
    Endeavor for endless learning, result orientated and partnership
    Good knowledge on VMware and v-Center infrastructure

About us

BT Group was the world's first telco and our heritage in the sector is unrivalled.  As home to several of the UK's most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 

Over the next two years, we will complete the UK's largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.  

Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.