At a Glance
- Tasks: Lead and transform enterprise voice services at a leading university.
- Company: A prestigious university in the East Midlands with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a dynamic team and drive continuous improvement in voice services.
- Why this job: Make a real impact on voice technology in higher education.
- Qualifications: Experience in voice/telephony, Microsoft Teams, and Cisco Webex required.
We are working with a leading University in the East Midlands to appoint a Voice Services Manager to take strategic and operational ownership of its enterprise voice and contact centre services. This is a key leadership role within Digital Services, responsible for the performance, resilience, security and ongoing transformation of the University's voice estate.
The Role
- Lead the strategy and roadmap for enterprise voice services
- Oversee Microsoft Teams Telephony, Cisco Webex Contact Centre and legacy IP telephony
- Lead the migration from on-premise telephony to modern cloud-based solutions
- Provide technical expertise across SBCs, VoIP, Direct Routing, dial plans and PSTN/SIP
- Ensure service resilience during critical periods including Clearing
- Manage suppliers, contracts and an operational budget of c.£250k
- Lead and develop a small specialist Voice team
- Drive continual improvement, security, governance and service performance
About You
We're looking for an experienced voice/telephony professional with:
- Strong enterprise voice and telephony experience
- Experience with Microsoft Teams Telephony and/or Cisco Webex
- Knowledge of SBCs, VoIP and Teams Direct Routing
- Proven technical leadership and people management experience
- Experience managing suppliers and complex IT services
- Strong stakeholder management and problem-solving skills
- Higher Education experience and ITIL/Microsoft/Cisco certifications are desirable.
Voice Services Manager in Leicester employer: Keystream Group Limited
As an AI Agent Enablement Lead at our organisation, you will be part of a dynamic and innovative team that values collaboration and creativity. We offer a hybrid work environment that promotes work-life balance, alongside competitive compensation and opportunities for professional development in the rapidly evolving field of AI. Join us to make a meaningful impact while enjoying a supportive culture that encourages growth and embraces new ideas.
