At a Glance
- Tasks: Manage and improve telephony applications, ensuring seamless communication across teams.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Competitive salary up to £35,000, flexible office days, and career growth opportunities.
- Other info: Dynamic work environment with a focus on continuous improvement and collaboration.
- Why this job: Be the key player in enhancing communication technology that drives business success.
- Qualifications: Experience with telephony platforms and strong problem-solving skills required.
The predicted salary is between 30000 - 35000 € per year.
Location: Ripponden or Dublin (office 3 days a week). Salary up to £35,000 depending on experience. Vacancy type: Permanent/Full Time.
About our business
JLA is a mission critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end‑to‑end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on‑site operations team working daily with customers.
Role overview
As Telephony Application Manager, you will be responsible for the day‑to‑day ownership, running and improvement of JLA’s telephony applications and supporting services. You will act as the key point of contact between IT, third‑party suppliers and operational teams. You will manage incidents and problems through to resolution, oversee configuration and change management, and drive upgrades and enhancements aligned to service needs. You will also maintain documentation and controls to meet operational, compliance and service level expectations.
Key tasks
- Own the operational management of JLA’s telephony applications and supporting services.
- Own configuration management for telephony services (including configuration, integration and user access), ensuring controls and auditability are maintained.
- Responsible for user account management, call flow creation and configuration and system administration.
- Act as the point of escalation for incidents, driving triage, coordination and resolution, and providing clear stakeholder communications.
- Lead problem management for recurring faults, performing root cause analysis and implementing preventative measures.
- Manage change and release activity for telephony applications, including risk/impact assessment, scheduling, testing, and working with the business to provide post‑implementation validation.
- Manage third‑party suppliers and carriers, including ticket progression, service reviews, SLAs and escalation routes.
- Define and maintain monitoring, alerting and operational dashboards; review trends and drive service improvements.
- Plan and deliver upgrades, patches and enhancements, ensuring minimal disruption and strong change governance.
- Maintain accurate documentation (service guides, runbooks, support processes and knowledge articles) and support ongoing training for IT and operational users.
- Support service continuity and compliance by ensuring appropriate backup, DR and security controls are in place and tested.
- Act as the interface between the business and telephony 3rd parties for issue resolution, roadmap updates and account/product reviews.
Criteria
Essential (attributes required for candidate to be considered)
- Demonstrable experience administering a telephony platform in a corporate environment.
- Practical experience designing and configuring call flows.
- Ability to diagnose and coordinate resolution of application/service issues using logs, monitoring and structured troubleshooting.
- Experience managing third‑party suppliers, including SLAs, escalations and service reviews.
- Understanding of access, security and compliance controls for telephony applications.
- Strong stakeholder communication skills, able to translate technical issues into clear business updates.
Desirable (attributes can be trained or developed)
- Knowledge of contact centre platform integrations (e.g. CRM integrations).
- Knowledge of IT service management practices (incident, problem, change and release management).
- Knowledge of contact centre workforce management, reporting tooling and outbound diallers.
Experience
- Experience supporting and/or managing business‑critical telephony applications or unified communications platforms in a production environment, including user configuration, call flow design and IVR/dialler configuration.
- Hands‑on incident management through to resolution, including coordination across internal teams and suppliers.
- Experience delivering changes/releases (planning, testing, implementation and post‑change validation).
- Experience producing and maintaining operational documentation (runbooks, knowledge articles and support processes).
- 2+ years’ experience working with cloud‑based telephony solutions (e.g. Genesys, NICE, Avaya etc).
- Experience with telephony migrations or major upgrades (e.g., platform refresh, carrier changes, number moves).
Personal qualities
- Calm, structured approach under pressure, with a focus on restoring service and managing risk.
- Strong ownership mindset with a bias for action and follow‑through.
- Clear, confident communicator with the ability to tailor messages for technical and non‑technical audiences.
- Customer‑focused and collaborative, building effective relationships across IT, operations and suppliers.
- Continuous improvement mindset, using data and feedback to reduce incidents and improve service quality.
- Able to challenge constructively and influence decisions with stakeholders and suppliers.
Qualifications
- Telephony/UC or vendor certification relevant to the platform(s) used (e.g. Cisco, Avaya, Genesys).
- We will need you to have a full UK driving licence.
Telephony Application Manager in Ripponden employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment in Ripponden or Dublin where innovation meets collaboration. With a strong focus on employee growth and development, JLA provides comprehensive training opportunities and encourages a culture of continuous improvement, ensuring that every team member can thrive in their role as Telephony Application Manager. The company values work-life balance, with a flexible office schedule, and is committed to maintaining a supportive atmosphere that fosters teamwork and open communication.
StudySmarter Expert Advice🤫
We think this is how you could land Telephony Application Manager in Ripponden
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Telephony Application Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with telephony platforms and incident management. Use real examples to demonstrate how you've tackled challenges in the past.
✨Tip Number 3
Be proactive! If you see a job opening that fits your skills, don’t just wait for them to contact you. Reach out directly through our website, express your interest, and ask insightful questions about the role. It shows initiative!
✨Tip Number 4
Prepare for interviews like a champ! Research JLA and their telephony applications. Be ready to discuss how you can improve their services and manage third-party suppliers effectively. Confidence is key!
We think you need these skills to ace Telephony Application Manager in Ripponden
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Telephony Application Manager role. Highlight your experience with telephony platforms and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your experience with third-party suppliers and incident management.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate a calm, structured approach under pressure, especially when it comes to managing incidents and driving resolutions.
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 shows you’re keen on joining our team!
How to prepare for a job interview at JLA Limited
✨Know Your Telephony Inside Out
Make sure you brush up on your knowledge of telephony applications and platforms. Be ready to discuss your experience with specific systems like Genesys or Avaya, and how you've managed call flows and user configurations in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled incidents and resolved issues in a timely manner. Highlight your structured troubleshooting approach and any root cause analysis you've performed to prevent future problems.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in simple terms. You’ll need to demonstrate your ability to communicate effectively with both technical teams and non-technical stakeholders, so think of scenarios where you've done this successfully.
✨Demonstrate Your Continuous Improvement Mindset
Be ready to discuss how you've used data and feedback to drive service improvements in your previous roles. Share specific examples of changes you've implemented that led to better performance or reduced incidents.
