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- Tasks: Lead the migration to a cloud-based contact centre and enhance its capabilities.
- Company: Join a forward-thinking company focused on digital transformation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be at the forefront of cloud technology and improve customer experiences.
- Qualifications: Experience in cloud telephony and contact centre migrations is essential.
- Other info: Dynamic team environment with a commitment to innovation and compliance.
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.
Required Experience & Skills
- 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.
Desirable Skills & Experience
- 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.
CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Cloud Telephony & Contact Centre Engineer in 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 London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can help you find opportunities that might not even be advertised yet!
✨Tip Number 2
Prepare for interviews by practising common questions related to cloud telephony and contact centre migrations. We suggest doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your hands-on experience! When discussing your past projects, focus on specific achievements and how you contributed to successful migrations or enhancements. We love seeing candidates who can demonstrate real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for talented individuals like you to join our Modern Workplace team.
We think you need these skills to ace Cloud Telephony & Contact Centre Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with cloud telephony and contact centre migrations. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects or technologies you've worked with.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about cloud telephony and how your background makes you the perfect fit for our Modern Workplace team. Keep it engaging and personal – we love a good story!
Showcase Your Technical Skills: In your application, make sure to highlight your hands-on experience with cloud communication platforms and any specific tools like Zoom Contact Center or RingCentral. We’re looking for someone who can hit the ground running, so let us know what you bring to the table!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
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 architectures. Be ready to discuss your hands-on experience with specific platforms like Zoom Contact Center or RingCentral, as well as any migrations you've been involved in.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenges during previous migrations or implementations. Highlight your ability to work under pressure and deliver solutions that enhance customer and agent experiences.
✨Understand the Compliance Landscape
Familiarise yourself with FCA regulatory requirements related to telephony systems. Be prepared to discuss how you've ensured compliance in past roles, especially regarding data retention and call recording.
✨Collaborate Like a Pro
Since this role involves working closely with various teams, think of examples where you've successfully collaborated with IT, customer operations, or third-party vendors. Emphasise your communication skills and ability to gather requirements effectively.