Senior Technical Consultant Voice

Senior Technical Consultant Voice


Location(s): Normally home based but regular requirement to be in the Reading Office and on customer sites

Reporting to: Head Of Professional Services

Role Objective:

Voice Applications, including ACD and Voicemail, Modular Messaging , Call logging, Voice recording, WFO, Contact Centre, Diallers, IVR. Good knowledge on contact centre technology.

• Technical consultants work with partners and customers across the technology portfolio designing, implementing and supporting solutions.
• The Technical Consultant (TC) will be required to provide technical consultation to customers, sales and presales on the technology we support and intend to include as a product going forward.
• The TC will provide a technical transition to new customers on a support only contract. This will involve site audits and creation of a new SPID.
• Support and Manage technical escalations from the Service Desk and the NOC as and when required.
• The role is a customer facing which requires the consultant to work with the customer and the NOC to achieve goals and resolutions.
• Mentor the NOC by conducting training and workshops on new and existing technology.
• Create and analyse documents required for operations. The role will require the consultant to attend or chair workshops to create or amend existing documents required to improve processes in operations.
• Champion new technologies and products. The consultant will work with the product team to provide an operational perspective to a prospective product launch.
• Support post and pre sales activity in the design, development and implementation of network solutions and datacentre solutions
• Work with other members of the solutions team to solve the customers’ business problems
• Develop key relationships with technology vendors and partners
• Take a personal interest to help grow and develop the operations business
• Dynamic approach to work and technology
• Deliver high quality, profitable project services to time and budget
• Deliver consulting services to agreed Timescales and Key Performance Indicators (KPI) to meet (and exceed) client expectations

Duties & Responsibilities:

The core activities of this role include:
• Technical Consultation to Sales, Presales and the customer base.
• Technical escalation support to the NOC and the Service Desk.
• Managing and maintaining the Lab.
• Creation and maintenance of Technical Pre-sales documentation, technical and operational documentation.
• Training and mentoring of the Service Desk/NOC and Professional Services.
• Technical audits.
• Root cause Analysis.
• Contribute to the IPI Change Process (Part of the change board)
• Product Testing.

Skills Required:

SIP design, implementation and fault finding experience of SIP technologies
• Voice Applications, including ACD and Voicemail, Modular Messaging , Call logging, Voice recording, WFO, Contact Centre, Diallers, IVR
• Good knowledge on contact centre technology.

• IP Networking experience
• Excellent written and verbal communication skills
• Minimum ACSS qualification.
• Excellent problem management skills.
• ITIL knowledgeable.
• Ability to present to a variety of technical audiences on a range of technical subjects.
• Virtualisation experience, VMware technologies
• Good understanding of complexities involved in deployment of complex UC and VOIP architectures
• Fair knowledge on networks and security.
• Enthusiasm to learn and champion new technologies.
• Work under high pressure with minimal supervision.

Educational Qualifications:
• Minimum academic level required: A-Level Ideal academic level preferred: Diploma or Degree Professional Qualifications: CCNA, ACSS,ITIL Mobility Requirements: (requirement for national/international travel, overseas assignments) Must have a clean driving license, passport and be able to travel.

By |2017-01-05T11:36:22+00:00December 19th, 2016|Comments Off on Senior Technical Consultant Voice

This website uses cookies to give you the best experience. Please read our cookie policy for full information. Agree by clicking the 'Accept' button.