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- Tasks: Lead the migration to a cloud-based contact centre and enhance customer experience.
- Company: Join a forward-thinking company focused on digital transformation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Be at the forefront of cloud technology and make a real impact.
- Qualifications: Experience in cloud telephony and contact centre migrations required.
- Other info: Dynamic team environment with a commitment to diversity and inclusion.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced Cloud Telephony & Contact Centre Engineer to support the migration and ongoing evolution of our contact centre capabilities within the Modern Workplace team. This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager. The successful candidate will bring hands-on experience in cloud telephony platforms and prior involvement in contact centre migrations, helping to ensure a smooth transition with minimal disruption to business operations.
Beyond the initial migration, the role will focus on enhancing and expanding contact centre capabilities, introducing new features and functionality to improve customer and agent experience. This includes the delivery of CRM integrations, virtual agents, and omnichannel communication capabilities (e.g. SMS, chat), supporting the organisation's broader digital transformation objectives.
In addition, the role will be responsible for reviewing and improving the storage, accessibility, and management of historical call and messaging data, with the goal of consolidating archives from legacy platforms into a centralised, efficient, and compliant solution.
Key Responsibilities- Perform the hands-on technical delivery of the contact centre migration to a cloud-based platform.
- Design, build, configure, and implement cloud telephony and messaging solutions.
- Execute migration activities including number porting, call flow configuration, routing, and testing.
- Work closely with internal stakeholders across IT, customer operations, and business teams to deliver requirements.
- Collaborate with vendors and third-party providers to implement and integrate solutions.
- Ensure high availability, resilience, and performance of telephony systems.
- Produce technical documentation, configuration guides, and implementation artefacts.
- Support testing, rollout, and post-migration stabilisation activities.
- Provide knowledge transfer and documentation for internal teams.
- Ensure all solutions are designed and implemented in line with FCA regulatory requirements, including compliance with record-keeping, call recording, and communications surveillance obligations.
- Appropriate consideration of data retention, security, and auditability.
- Alignment with internal risk, compliance, and governance standards.
- Following migration, deliver new contact centre capabilities and enhancements, including implementation of CRM integrations, deployment of Virtual Agents / conversational AI solutions, and enablement of Omnichannel communications (e.g. SMS, chat).
- Ongoing feature development and continuous improvement aligned to business needs.
- Review and implement improvements to call and messaging data archiving, including consolidation of legacy platform data into a centralised solution.
- Improving accessibility, searchability, and compliance of archived communications.
- Proven experience as a Cloud Telephony or Contact Centre Engineer.
- Demonstrated experience in migrating contact centres to cloud platforms.
- Strong understanding of modern contact centre architectures.
- Experience working with cloud communication platforms.
- Solid knowledge of voice, messaging, and telephony infrastructure.
- Experience integrating telephony systems with enterprise applications (e.g., CRM).
- Ability to work in a fast-paced, delivery-focused environment.
- Experience with Zoom Contact Center, RingCentral, or NICE CXone (or similar platforms).
- Knowledge of Virtual Agents / Conversational AI.
- Experience with CRM integrations (e.g., Salesforce, Dynamics, etc.).
- Familiarity with Workforce Management (WFM) tools.
- Experience delivering Omnichannel solutions (SMS, chat, etc.).
- Understanding of call and message archiving / compliance requirements.
Cloud Telephony & Contact Centre Engineer in City of London employer: CMC Markets UK Plc
Contact Detail:
CMC Markets UK Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cloud Telephony & Contact Centre Engineer in City of London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! If you’ve got hands-on experience with cloud telephony platforms, make sure to highlight that in conversations. Share specific examples of past migrations or projects you've worked on to demonstrate your expertise.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your approach to show how your skills align with our needs in cloud contact centre solutions.
✨Tip Number 4
Prepare for interviews by brushing up on the latest trends in cloud telephony and contact centre technologies. Be ready to discuss how you can enhance customer and agent experiences with new features and integrations.
We think you need these skills to ace Cloud Telephony & Contact Centre Engineer in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Cloud Telephony & Contact Centre Engineer role. Highlight your hands-on experience with cloud telephony platforms and any previous contact centre migrations you've been involved in. We want to see how your skills align with what we're looking for!
Showcase Your Experience: In your application, don't just list your responsibilities; showcase your achievements! Talk about specific projects where you successfully delivered cloud-based solutions or improved contact centre capabilities. This helps us see the impact you've made in your previous roles.
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to technical details about your experience and skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it shows you're keen on joining the StudySmarter team!
How to prepare for a job interview at CMC Markets UK Plc
✨Know Your Cloud Telephony Stuff
Make sure you brush up on your knowledge of cloud telephony platforms and contact centre migrations. Be ready to discuss specific projects you've worked on, especially any challenges you faced and how you overcame them. This will show that you have the hands-on experience they're looking for.
✨Understand the Business Needs
Familiarise yourself with the company's goals and how the role fits into their broader digital transformation objectives. Think about how you can enhance customer and agent experiences through new features and functionality. Being able to connect your skills to their needs will set you apart.
✨Prepare for Technical Questions
Expect technical questions related to call flow configuration, number porting, and CRM integrations. Practise explaining these concepts clearly and concisely, as you'll need to demonstrate your technical expertise during the interview. Use examples from your past work to illustrate your points.
✨Showcase Your Collaboration Skills
This role involves working closely with various teams and vendors, so be prepared to discuss your experience in collaboration. Share examples of how you've successfully worked with stakeholders across IT and customer operations to deliver requirements. Highlighting your teamwork skills will show you're a good fit for their culture.