At a Glance
- Tasks: Lead customer solution design and manage deployments for Contact Centre projects.
- Company: Join a forward-thinking tech company with a focus on innovation and teamwork.
- Benefits: Enjoy private healthcare, life assurance, pension scheme, and discounts for you and your loved ones.
- Other info: Flexible working hours and opportunities for professional growth in a supportive environment.
- Why this job: Make a real impact by leading a dynamic team in cutting-edge technology solutions.
- Qualifications: Experience in designing Contact Centre solutions and strong leadership skills required.
The predicted salary is between 66150 - 80850 £ per year.
The role holder will take ownership of customer solution design, and lead or support deployments and migrations across Anywhere365/AnywhereNow and Dynamics 365 Contact Center projects. Day to day, they will be expected to engage directly with customers, from the presales stage through to delivery into operational support teams. Alongside their primary consulting duties, the Team Lead will take on additional responsibility for leading and managing a team of Unified Communications & Contact Centre consultants and engineers, providing direction, guidance, and support to ensure high levels of performance, productivity and consistency.
Must haves
- Strong experience designing and delivering Contact Centre solutions with Anywhere365/AnywhereNow and/or Dynamics 365 Contact Center
- Strong experience working in a consulting or customer-facing delivery role, ideally with experience leading, mentoring or coaching a team of consultants or engineers
- Deep understanding of Anywhere365/AnywhereNOW workflows, IVR design, WebAgent and reporting, plus Dynamics 365 Contact Center capabilities (omnichannel routing, Copilot for Service, unified routing)
- Solid understanding of Microsoft Teams Phone integration with Contact Centre platforms, including SIP, SBCs and telephony integration
Sought-after skills
- Hands-on expertise integrating Contact Centre solutions with CRM, ticketing and line-of business systems
- Knowledge of the Microsoft Modern Work and Dynamics ecosystems, especially Teams and the Power Platform
- Business Process Automation including integrations to 3rd party systems
- Experience of Luware or Zoom Contact Centre solutions
- Microsoft Teams Phone, AudioCodes and SBC/telephony integration
Personal Attributes
- Engaging and relatable
- Good leadership qualities
- Critical thinking skills
- Communication skills (written & verbal)
Key responsibilities
- Lead and manage the UC & CC professional services team, providing direction, guidance and support to ensure high levels of performance, productivity and consistency, and act as the first point of escalation for project engineers
- Track team performance, monitor individual and team goals, conduct regular one-to-ones and provide constructive feedback to drive continuous improvement, ensuring team members accurately record their activity in a timely manner
- Identify skill gaps within the team and work with the Director of Modern Work to enhance technical knowledge, professional growth and development across Contact Centre solutions
- Manage team resource availability, responding to requests for leave and project resources (support or presales) to ensure an even spread where possible, and work flexibly to meet project deadlines which may include working outside of standard Mon-Fri 9-5 hours at times
- Provide technical oversight for customer pre-sales engagements and take responsibility for end-to-end delivery including survey, design, build and commissioning Contact Centre solutions, authoring High and Low-Level Designs to fulfil customer requirements
- Help support the ongoing relationship with customers, assisting during support issue escalation for complex issues, and provide technical support for Symity clients which may include out of hours work from time to time
- Ensure the team produces accurate and up-to-date documentation of project plans, specifications, designs, configurations and implementation details in alignment with organisational standards, including handover to support, and improve Symity collateral to provide better templates and methodologies across all areas
- Work with the Director of Modern Work to drive process improvements and lessons learned initiatives, leveraging project experiences to enhance operational efficiency, project delivery and customer satisfaction, and contribute to the strategic direction for Symity across the Contact Centre ecosystem
- Contribute to Symity marketing through social media and blogs
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.
Technical Architect - Lead (UC & CC) in London employer: Charterhouse Voice and Data PLC
At Symity, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Technical Architect - Lead, you'll not only lead a talented team in delivering cutting-edge Contact Centre solutions but also benefit from extensive professional growth opportunities, competitive perks like private healthcare and a cycle to work scheme, and a supportive environment that values your contributions and well-being.
Contact Details:
Charterhouse Voice and Data PLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Architect - Lead (UC & CC) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Charterhouse Voice and Data PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Charterhouse Voice and Data PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Architect - Lead (UC & CC) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Charterhouse Voice and Data PLC:Your cover letter is your chance to shine! Tell us why you want to work at Charterhouse Voice and Data PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Charterhouse Voice and Data PLC!
How to prepare for a job interview at Charterhouse Voice and Data PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
