Cloud Communication Service Specialist Aberdare, Wales
BT
Full Time
Aberdare, Wales
22012 - 30000 GBP ANNUAL Today
Job description
Cloud Communication Service Specialist - Contact Centre Solutions
Job Req ID: 14101
Posting Date: 12-May-2023
Function: Cloud
Location:
Aberdare, United Kingdom
Salary: Competitive and great benefits
Why this role matters
The purpose of this role is to support operational teams by being responsible for service analysis to identify opportunities to improve customer servie The role holder will focus on individual customers requirements while delivering technical soutions to complex customer raised incidents. By using their expert knowledge of both service and platform the role holder will implement and work to improve proactive monitoring capabilities to enhance the customers contact centre environment. This role will drive improvements by implementing ITIL processes and procedures for the operational functions that underpin the BT’s ability to trade and deliver services to its customers. In doing so, BT also demonstrates compliance with quality standards and industry best practice.
What you’ll be doing
- Provides technical expertise to support service operations and/or the customer directly by leveraging external and internal relationships, effectively identifying service requirements, designing a service model and communicating and managing customer expectations as required.
- Develops effective working relationships with customers in the development of their service requirements, supporting both due diligence and contract negotiations.
- Owns and delivers the service model and design, demonstrating that it meets customer requirements and is high quality, reliable and flexible.
- Inputs to and supports the implementation of service improvement processes and solutions within their specific function or discipline.
- Identifies and recommends resolutions to issues to minimise service impact and mitigate contractual penalties.
You'll have the following skills and experience
Skills
- Enhanced Cisco Skills CCNA/CCNP or CCVP certification and experience working on Cisco contact centre infrastructure
- 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 management 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.
Experience
NAM/ICM/CVP/CUCM/CTI/VVB/CUIC/CCMP/Finesse platform – Mandatory
Ability assimilate technical information very quickly and provide rapid resolution steps - Mandatory
- CCNA/CCNP or CCVP Certifcate - Mandatory
- Experience in working with Traditional Cisco Router/Switch including BGP, QoS, OSPF, HSRP/VRRP – Mandatory
- Experience in working Cisco CUBE-SP/CUBE-E
NAM/ICM/CVP/CUCM/CTI/VVB/CUIC/CCMP/Finesse platform – Mandatory
Ability assimilate technical information very quickly and provide rapid resolution steps - Mandatory
Benefits
- 25 days annual leave (plus bank holidays)
- 10% on target bonus
- Life Assurance
- Pension scheme
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 50% off BT and EE mobile pay monthly or SIM only plans
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
- 30% discount for friends and family on EE mobile pay monthly and SIM only plans
Our leadership standards
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
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. As Philip Jansen, our CEO, says ‘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.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
