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- Tasks: Lead a team of voice engineers to optimise cloud contact centre platforms.
- Company: Dynamic tech company focused on delivering exceptional customer experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Shape the future of customer connections while leading an innovative team.
- Qualifications: 5+ years in telephony support and strong knowledge of VoIP systems required.
- Other info: Join a collaborative environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a CcaaS Manager to lead an experienced team of voice engineers. The ideal candidate will take responsibility for the cloud contact centre platforms, to help us deliver the best customer experience possible. This person will manage our telephony infrastructure, support day-to-day operations, oversee the performance and optimisation of our platforms and help shape the future of how we connect with our customers and teams.
Key Responsibilities
- Oversee the management, administration and optimisation of CcaaS, UcaaS and call recording platforms (such as Nice CXone, Genesys Cloud, Five9, Nice Engage, Verint, Gamma Horizon, Cisco Webex, Microsoft Teams Voice and Twilio or similar).
- Lead, mentor and motivate the telephony support team to deliver prompt and reliable service in line with organisational SLAs.
- Manage relationships with vendors and service providers, ensuring SLAs are met via regular touch points, weekly calls and monthly Service Review meetings.
- Support and collaborate with internal stakeholders and external clients with best practice, technical solutions and regulatory requirements.
- Support the Compliance, Risk and Security team with internal and external audits regarding evidence, vulnerability and remediation management for audit readiness. ISO 27001, PCI DSS, Cyber Essentials, GDPR.
- Lead, own and contribute towards CE/CE+ audits and certification.
- Provide hands-on technical support for call routing, IVR, and setups in relation to new and existing client base.
- Oversee troubleshooting and incident response to resolve complex telephony issues to minimise downtime.
- Provide continuous cost governance and optimisation of voice infrastructure and licensing to ensure right sizing of services.
Qualifications
- 5+ years of experience in telephony support or a similar technical role.
- Obtain SC/CTC clearance.
- Certification in CCaaS or contact centre platforms preferred.
- Strong knowledge of networking, VoIP systems, SIP trunking, PBX, and cloud telephony platforms.
- Must have hands-on experience administering and supporting both on-prem legacy and cloud-based systems.
CcaaS Manager in Bristol employer: Light Touch Clinic
Contact Detail:
Light Touch Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CcaaS Manager in Bristol
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to telephony and cloud contact centres. Connecting with professionals in the field can open doors and lead to job opportunities that aren't even advertised.
✨Tip Number 2
Show off your skills! Create a portfolio or a presentation that highlights your experience with platforms like Genesys Cloud or Twilio. When you get the chance to chat with potential employers, having something tangible to share can really set you apart.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to CCaaS and VoIP systems. We recommend practising with a friend or using mock interview platforms to build your confidence and refine your answers.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace CcaaS Manager in Bristol
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the CcaaS Manager role. Highlight your experience with telephony support and cloud contact centre platforms, as well as 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 leading a team of voice engineers and how you can help us deliver the best customer experience. Keep it engaging and personal – we love a good story!
Showcase Your Technical Skills: Don’t forget to showcase your technical expertise in your application. Mention your hands-on experience with VoIP systems, SIP trunking, and any specific platforms like Genesys Cloud or Twilio. We’re keen to see how you can contribute to our telephony infrastructure!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, it helps us keep track of your application better!
How to prepare for a job interview at Light Touch Clinic
✨Know Your Platforms
Make sure you’re well-versed in the specific CCaaS platforms mentioned in the job description, like Nice Cxone or Genesys Cloud. Brush up on their features and functionalities so you can discuss how you've used them in past roles.
✨Showcase Leadership Skills
As a CcaaS Manager, you'll be leading a team. Prepare examples of how you've successfully mentored or motivated teams in the past. Think about challenges you've faced and how you overcame them to keep your team engaged and productive.
✨Understand Compliance Requirements
Familiarise yourself with ISO 27001, PCI DSS, and GDPR regulations. Be ready to discuss how you’ve ensured compliance in previous roles, as this will show your understanding of the importance of security and risk management in telephony.
✨Prepare for Technical Questions
Expect to dive deep into technical discussions about VoIP systems, SIP trunking, and troubleshooting complex telephony issues. Brush up on your technical knowledge and be prepared to provide hands-on examples of how you've resolved issues in the past.