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 dynamic work environment.
- Other info: Opportunity to work with cutting-edge technology and make a real impact.
- 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 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, and additional products and services.
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.
- 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 third parties for issue resolution, roadmap updates and account/product reviews.
Essential Criteria:
- 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.
- 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).
- Full UK driving licence required.
Telephony Application Manager employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment in Ripponden where innovation meets collaboration. As a Telephony Application Manager, you will benefit from a culture that prioritises employee growth and development, alongside competitive benefits and a commitment to service excellence. Join us to be part of a mission-critical infrastructure solutions business that values your contributions and fosters a supportive atmosphere for professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Telephony Application Manager
✨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 call you. Reach out directly through our website, express your interest, and ask insightful questions about the role. It shows initiative and enthusiasm!
✨Tip Number 4
Prepare for interviews like a champ! Research JLA and understand 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
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Telephony Application Manager role. Highlight your experience with telephony platforms and any relevant projects you've worked on. We want to see how your skills match up with 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 incident management and third-party suppliers.
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 through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join 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 platforms, especially those mentioned in the job description like Genesys or Avaya. Be ready to discuss your hands-on experience with call flow design and user configuration, as this will show that you’re not just familiar with the theory but have practical skills too.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've managed incidents and resolved application issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your calm approach under pressure and your ability to coordinate across teams.
✨Communicate Clearly and Confidently
Since strong stakeholder communication is key for this role, practice explaining technical concepts in simple terms. Think about how you would update a non-technical audience on a complex issue, as this will demonstrate your ability to bridge the gap between IT and operations.
✨Be Ready to Discuss Continuous Improvement
The company values a continuous improvement mindset, so come prepared with examples of how you've used data and feedback to enhance service quality. Discuss any initiatives you've led or contributed to that resulted in reduced incidents or improved processes.
