Telephony/Contact Centre Engineer

Methods Business and Digital Technology Limited

Telephony/Contact Centre Engineer

£400 p/day inside IR35

Hybrid, 1 day p/week – London

Responsibilities:

• Role has a focus on unified communications and telephony but will be expected to help support the wider remit of the Workplace team, including Microsoft 365
• Supporting a system with roughly 100 licenses and around 50 seated solutions
• Support workplace platforms operationally, resolving incidents, fulfilling requests, and carrying out maintenance in a well-controlled and timely manner; ensuring that stakeholders are kept well informed throughout.
• Provide on call support in line with the agreed on call’ rota.

Experience we would like to see:

• Experienced in telephony via MS Teams, including Direct Routing via AudioCodes media gateways, and MS Teams PSTN Calling Plans and DDI enablement
• Experience with CCaaS – Five9 or similar
• Enterprise voice architecture scenarios including Legacy PBX cross-platform interoperability and transformation for Business and Microsoft Teams
• End to end deployment knowledge of On-Premises, Hybrid and Office 365 for Unified Communications.
• Experience with cloud-based contact centre solutions, enabling business telephony, call management and management information
• Scripting skills – PowerShell.

It would be a bonus if you had:

• Contact center expertise, with experience in delivery of contact centers and an understanding of the levers for KPI delivery and to enhance desired CX outcomes. Including simple automation principles; Omnichannel routing (voice, email, SMS).