Voice Communications Specialist - £60,000, West Malling.

Salary: £60,000

Location: West Malling, Kent

Contract Type: permanent: Permanent

Job Description:

Voice Communications Specialist – £60,000, West Malling.

My client, a large and expanding financial services company in West Malling, Kent, are looking for a Voice Communications Specialist as part of a broader IT Operations community. As a Voice Communications Specialist you will be responsible for supporting and improving the availability and resilience of the companies IT infrastructure. You will be responsible for proactively managing the Noble Dialler, Avaya PBX, IVR, ISDN & SIP services, Speech Analytics & Voice Recording Solutions utilised across the companies many sites. This will include aspects of systems support & maintenance, product architecture, development and systems security. You will be required to support to mobile telephony services and MDM solutions working as part of the wider IT Operations team. You will be required to effectively manage the delivery of tasks from both internal and external colleagues to deliver successful outcomes.

You will be responsible for implementing, maintaining and enforcing a range of operational disciplines to prevent critical outages that could otherwise cause a negative business impact. These include but are not limited to:

  • Solution Design, Scoping & Implementation
  • Component Backup & Recovery
  • Systems & Data Security and Risk Management
  • Growth & Capacity Planning
  • Event, Incident and Problem Management
  • Preventative maintenance, including patching and upgrades.

Knowledge & Experience

  • Experience working within a technical support role delivering Voice Communications services
  • Recognised IT qualifications e.g. Avaya ACSS, RCDD, SSVVP, CCNP, MCSE Communication
  • Extensive experience in general PBX, ACD, PSTN & VOIP telephony principles.
  • Experienced in contact centre design, implementation, and support in a multi-site\country environment.
  • ITIL Accreditation (foundation minimum)
  • Strong knowledge and experience of outbound dialler solutions – e.g. Noble.
  • Experienced in administration of Avaya Media Servers, Avaya AES (Application Enablement Services), Avaya CCE (Contact Center Express), Avaya CMS (Call Management System), and Avaya Modular Messaging.
  • Extensive knowledge of Avaya Unified Communications platforms, call flow programming & skill based routing.
  • Knowledge of advanced routing technologies such as BSR (Best Service Routing), Vectors, VDN’s & User Profiles.
  • Experience with Avaya Voice Portal IVR application for self service
  • Knowledge of advanced routing technologies such as BSR (Best Service Routing), Vectors, VDN’s & User Profiles.
  • Strong understanding of Voice Recording solutions in a regulated environment – e.g Semafone
  • Experience and knowledge of Customer Engagement & Speech Analytics solutions – e.g. Call Miner.
  • Competent using Service Management tools e.g. Service Now for incident & change management.
  • An appreciation of Cloud services – and how to safely leverage public or private cloud services as part of a wider hybrid WAN environment.
  • Experience of working in a multi-site, pan European financial services regulated organisation.
  • An understanding of DR/BCP business processes and the critical role played by Voice services in delivering a BCP or DR solution

As a Voice Communications Specialist with this company you will earn a salary of between £50,000 – £60,000 depending on experience. You will also be entitled to an excellent bonus and benefits package.

If you are interested in this role please click ‘Apply’ and send your CV in for immediate consideration.

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