About the role You will design and deliver mission‑critical contact centre solutions for BT’s blue light and public sector customers, where performance, resilience and speed directly impact public safety outcomes. You will work closely with emergency service organisations to translate operational workflows and time‑critical response requirements into highly resilient Cisco‑based designs. These solutions must scale during major incidents, integrate with critical systems, and operate with near‑zero downtime. What you’ll be doing * Lead the end‑to‑end design of Cisco contact centre solutions (PCCE, UCCE, Webex CC) * Own technical governance across pre‑sales, design and delivery lifecycle * Translate emergency service requirements into resilient technical architectures * Design high availability and disaster recovery strategies * Collaborate with customers and internal stakeholders * Support bid activities including solution design and presentations * Design integrations with CAD, ESN, recording and analytics platforms * Drive standardisation and reusable design patterns * Ensure compliance with security and public sector standards Essential Skills / Experience * Cisco PCCE/UCCE, Webex Contact Centre, CUCM expertise, CUBE and CVP * ICM scripting, call routing and queue strategy design * High availability and resilience architecture design * Experience with mission‑critical or blue light environments * Integration experience (CAD, APIs, CTI, Call recording platforms) * Network and voice knowledge (QoS, SIP, WAN/LAN) Desirable Skills / Experience * Security and compliance awareness (GDPR, public sector standards) * Strong stakeholder communication and pre‑sales capability Our Package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: * 10% on target annual bonus * 25 days Holiday * Access to an online private GP 24/7 for you and your immediate family * Market‑leading paid carers leave with up to 2 weeks off * Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay * Discounted EE and BT products, including mobile and broadband * Market leading Pension scheme – 5% from you and 10% from us * Holiday purchase scheme * Additional benefits available: healthcare, dental, gym memberships and more when you’re ready #J-18808-Ljbffr
