Global Managed Voice Service Specialist

Job Req ID: 32758

Posting Date: 30 Apr 2024

Function: Engineering

Unit: Networks

Location:

Snowhill, Birmingham, United Kingdom

Salary: Atractive salary + bonus + great benefits

Working style: 3 days a week office, 2 days anywhere

Why this job matters

We are looking for a Global managed Voice services specialist to join and support the Global Managed Voice team. This role as part of the Complex Voice team will provide expert support on difficult issues. The role will encapsulate change and escalation management, firstly making sure that change activities are properly supported through robust test plans, and also managing escalated tickets that are raised by our customers. The role holder will be responsible for leading on training plans to upskill the Global Managed Voice team on existing and new elements of the global voice network. Finally the role will include proactive service monitoring of the global voice network, identifying any potential customer impacting faults.

What you’ll be doing

• Lead on escalation management, understanding and updating escalated cases and working with service desks and customers directly to deliver difficult information.

• Lead on change – Manage test plans and resource to support migration activities and monitor post implementation

• Proactively monitoring the Global Managed Voice products

• Reactively resolve complex customer trouble tickets

• Leading on creating and updating process for both the proactive and reactive journey

• Help upskill the second line Global Managed Voice team

• Help provide consultancy for new customer services where necessary.

What you'll be doing

Mandatory

• Expertise knowldege of SIP (Session Initiation Protocol).

• Ability to assimilate technical information very quickly and provide rapid resolution steps.

• Experience with Voice platforms.

Nice to have (these skills can also be learned on the job) :

• Experience in working with SBC technology – Ribbon/Audiocodes or Perimeta - Desirable

• Be agile: You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.

• Issue managemen: You conduct a deep review of data and issues to quickly reveal the root cause. You recommend short and long-term solutions to complex problems and follow through to make sure we solve them.

• Improvement focus: You coach and empower teams to anticipate and analyse obstacles in work processes. You support them to develop solutions and implement ways to improve processes and make things more efficient.

• Product and service knowledge: You demonstrate subject matter expertise in complex, technical infrastructure, products and services. You develop bespoke solutions to meet short, medium and long-term customer needs.

• Customer excellence: You empower your team to own service outcomes, removing complexity and resolving service issues. You drive best practice, shared learning and continuous improvement to deliver exceptional end-to-end service.

Your Benefits

• 10% on target bonus

• Life Assurance

• 25 days annual leave (plus bank holidays) increasing with service

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• World-class training and development opportunities

• Direct share scheme

• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.

• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

• Exclusive colleague discounts on our latest and greatest TV, mobile and broadband packages

• Access to 100’s of retail discounts including the BT shop

• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks

• 3 volunteering days per year.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.