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, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for continuous improvement and collaboration.
- Why this job: Be the key player in enhancing communication technology that drives business success.
- Qualifications: Experience with telephony applications and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 € per year.
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, along with 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.
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. Your responsibilities will include:
- Managing incidents and problems through to resolution.
- Overseeing configuration and change management.
- Driving upgrades and enhancements aligned to service needs.
- Owning the operational management of JLA's telephony applications and supporting services.
- Managing configuration for telephony services, ensuring controls and auditability are maintained.
- Responsible for user account management, call flow creation and configuration, and system administration.
- Leading problem management for recurring faults, performing root cause analysis and implementing preventative measures.
- Managing change and release activity for telephony applications, including risk/impact assessment, scheduling, testing, and post-implementation validation.
- Defining and maintaining monitoring, alerting and operational dashboards.
- Maintaining accurate documentation (service guides, runbooks, support processes and knowledge articles) and supporting ongoing training for IT and operational users.
- Acting as the interface between the business and telephony third parties for issue resolution, roadmap updates and account/product reviews.
- Diagnosing and coordinating resolution of application/service issues using logs, monitoring and structured troubleshooting.
Knowledge and experience required:
- 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 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.
- Experience delivering changes/releases (planning, testing, implementation and post-change validation).
Personal qualities:
- Calm, structured approach under pressure, with a focus on restoring service and managing risk.
- 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.
We will need you to have a full UK driving licence.
Dynamics Application Manager in Sowerby Bridge employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Telephony Application Manager, you will benefit from a culture that prioritises employee growth and development, alongside competitive remuneration and comprehensive benefits. With a focus on continuous improvement and a commitment to providing mission-critical services, JLA empowers its employees to make a meaningful impact in their roles while enjoying the support of a world-class operations team.
StudySmarter Expert Advice🤫
We think this is how you could land Dynamics Application Manager in Sowerby Bridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to telephony applications and IT service management. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience with telephony applications and problem management. This can really set you apart from other candidates when you’re in front of hiring managers.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Dynamics Application Manager in Sowerby Bridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Dynamics Application Manager role. Highlight relevant experience with telephony applications and any specific skills mentioned in the job description. We want to see how you fit into our world!
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share your passion for technology and how your previous experiences align with our mission at JLA. Keep it engaging and personal!
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples where you've successfully managed incidents or improved processes. We love seeing a continuous improvement mindset in action!
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’s super easy!
How to prepare for a job interview at JLA Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of telephony applications and unified communications platforms. Be ready to discuss your experience with call flow design, user configuration, and any CRM integrations you've worked with. This will show that you're not just familiar with the tech but can also manage it effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled incidents and problems in the past. Think about specific situations where you performed root cause analysis or implemented preventative measures. This will demonstrate your structured approach under pressure and your ability to restore service quickly.
✨Highlight Your Collaborative Spirit
Since this role involves acting as a key point of contact between IT, suppliers, and operational teams, be ready to talk about how you've built effective relationships in previous roles. Share instances where your customer-focused mindset led to successful outcomes, as this is crucial for the position.
✨Emphasise Continuous Improvement
Discuss how you've used data and feedback to drive improvements in service quality. Prepare to share specific examples of changes or enhancements you've implemented in past roles, especially those that reduced incidents or improved user experience. This will align perfectly with the company's focus on continuous improvement.
