Telephony Application Manager in Sowerby Bridge

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 third 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 (what you have done)

• 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 (the way you think and act)

• 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.