At a Glance
- Tasks: Lead the development and management of telephony systems for enhanced efficiency and innovation.
- Company: Diligenta aims to be the best in life and pensions administration, focusing on customer service.
- Benefits: Enjoy 33 days off, bonuses, career development, and a wellbeing programme.
- Other info: Flexible support available during the recruitment process for all candidates.
- Why this job: Join a culture of positive change and innovation while shaping the future of communications.
- Qualifications: Strong leadership, deep telephony knowledge, and excellent communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
The Telephony Lead will lead the strategic development, optimization, and management of telephony systems, ensuring they align with the organization's wider approach. The role involves leveraging new technologies to drive innovation, efficiency, and cost savings within the contact centre operations. As a key liaison with senior management, the Telephony Lead will ensure that telephony solutions not only meet current business needs but also future proof the organization’s communications infrastructure.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection
What you’ll be doing
- Develop and implement a forward-looking telephony strategy that supports the organization's One Diligenta objectives, promoting unified and standardized telephony solution across all departments
- Lead the integration of new technologies, such as AI-driven communication tools, cloud-based telephony solutions, and advanced analytics, to enhance the contact centre’s operational efficiency and customer experience
- Oversee the installation, configuration, and maintenance of telephony hardware and software
- Develop disaster recovery and business continuity plans for telephony systems
- Stay at the forefront of telephony innovations, evaluating and implementing new technologies that can offer competitive advantages, cost savings, and improved service delivery
- Lead projects aimed at consolidating telephony systems and services, driving economies of scale, and reducing redundancy
- Troubleshoot and resolve telephony issues, working closely with Core IT / Telephony support teams
- Oversee the telephony budget, ensuring it aligns with the financial goals of the organization and supports the strategic direction of the enterprise
- Provide mentorship and professional development opportunities to ensure the team stays current with industry trends and technological advancements
- Collaborate with management, staying up to date on industry trends and emerging technologies to ensure telephony infrastructure remains current and competitive
What we’re looking for
- Advanced leadership capabilities with a track record of managing high-performing teams
- Deep understanding of modern telephony technologies, including cloud-based solutions, AI-driven tools, and unified communications platforms
- Strong business acumen with the ability to align technical initiatives with broader business strategies
- Excellent communication skills, with the ability to influence senior management and promote cross-departmental collaboration
- Strategic thinking with a focus on innovation, cost reduction, and long-term sustainability
- In-depth knowledge of telephony and contact centre technologies
- End-to-End Telephony Architecture
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!
Telephony Lead in Dunfermline employer: Diligenta - a subsidiary of Tata Consultancy Services
Diligenta is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture described as 'home' by its staff. With comprehensive benefits including 33 days of leave, a robust wellbeing programme, and opportunities for career advancement within the global Tata Consultancy Services network, Diligenta fosters an environment where innovation thrives and employees can truly excel in their roles. Join us in shaping the future of telephony solutions while enjoying a fulfilling and rewarding career.
Contact Details:
Diligenta - a subsidiary of Tata Consultancy Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Telephony Lead in Dunfermline
✨Tip Number 1
Familiarise yourself with the latest telephony technologies, especially cloud-based solutions and AI-driven tools. Being knowledgeable about these innovations will not only help you in interviews but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Network with professionals in the telephony and contact centre sectors. Attend relevant industry events or webinars to connect with others and gain insights into current trends, which can be beneficial during discussions with senior management.
✨Tip Number 3
Prepare to discuss your experience in leading teams and managing projects related to telephony systems. Highlight specific examples where you've driven innovation or improved efficiency, as this aligns closely with the role's requirements.
✨Tip Number 4
Research Diligenta’s current telephony infrastructure and any recent developments in their operations. This knowledge will allow you to tailor your conversations and show how your vision aligns with their strategic objectives.
We think you need these skills to ace Telephony Lead in Dunfermline
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the key responsibilities and requirements of the Telephony Lead position. Tailor your application to highlight how your skills and experiences align with these aspects.
Highlight Relevant Experience:In your CV and cover letter, emphasise your experience with telephony systems, leadership roles, and any relevant technologies such as AI-driven tools or cloud-based solutions. Use specific examples to demonstrate your achievements in these areas.
Showcase Strategic Thinking:Illustrate your strategic thinking abilities by discussing past projects where you developed or implemented telephony strategies. Explain how these initiatives contributed to operational efficiency or cost savings.
Craft a Compelling Cover Letter:Write a cover letter that not only introduces yourself but also conveys your passion for the role and the company. Mention Diligenta's vision and how you can contribute to their goals, particularly in transforming client operations.
How to prepare for a job interview at Diligenta - a subsidiary of Tata Consultancy Services
✨Showcase Your Leadership Skills
As a Telephony Lead, demonstrating your advanced leadership capabilities is crucial. Prepare examples of how you've successfully managed high-performing teams in the past, focusing on your ability to inspire and drive positive change.
✨Understand Telephony Technologies
Make sure you have a deep understanding of modern telephony technologies, especially cloud-based solutions and AI-driven tools. Be ready to discuss how these technologies can enhance operational efficiency and customer experience in a contact centre.
✨Align with Business Strategies
Highlight your strong business acumen by discussing how technical initiatives can align with broader business strategies. Prepare to explain how your previous projects have contributed to cost reduction and long-term sustainability.
✨Communicate Effectively
Excellent communication skills are essential for this role. Practice articulating your thoughts clearly and confidently, especially when discussing complex telephony concepts. Be prepared to influence senior management and promote collaboration across departments.
