Telephony Transformation Lead

Telephony Transformation Lead – Dynamics Contact Centre implementation

The Telephony & Resource Planning Transformation Lead is a key leadership position responsible for driving the development and execution of multi-channel contact and resource planning strategies within a re-platformed branch network environment currently heavily focused on voice only. The role involves implementing and leveraging new telephony systems, tools, and technologies to enhance operational efficiency, improve customer experience, and deliver on business objectives. The Lead will be accountable for ensuring the successful adoption of new contact strategies across the organisation, ensuring that resources are optimally aligned to customer demand, and maximising the benefits and capabilities of a new platform.

Key Accountabilities

• Represent the business in the execution of the telephony system re-platform, ensuring a seamless transition and optimal configuration as we migrate from legacy systems to new technologies.
• Work closely with IT, project management, and supplier to ensure successful integration of the new platform with existing systems and workforce management tools.
• Drive the realisation of the business case for re-platforming, ensuring that key stakeholders understand the opportunities, strategic goals, risks, and benefits associated with the new telephony solution.
• Develop and implement innovative contact strategies that enhance customer experience and operational efficiency across all customer touchpoints.
• Use data-driven insights to refine contact strategies, including voice, digital, and self-service channels, to ensure the right balance of customer engagement.
• Ensure that the new telephony platform supports omni-channel strategies and integrates seamlessly with customer journey mapping, enabling consistent and personalised service delivery.
• Workforce & Resource Planning
• Oversee resource planning and scheduling strategies to ensure optimal utilisation of workforce across all communication channels (phone, email, chat, etc.).
• Collaborate with Operations and HR teams to forecast demand, manage staffing requirements, and ensure alignment with service level agreements (SLAs) and key performance indicators (KPIs). This may involve driving a change to current working patterns.
• Leverage the new platform\’s capabilities to introduce advanced features, such as AI-driven workforce management, real-time analytics, and dynamic scheduling to improve productivity and service levels.
• Telephony and System Optimization
• Continuously monitor the performance of the telephony system during and post-implementation, identifying opportunities for improvement in call routing, queue management, and system stability.
• Implement best practices and industry-leading solutions to optimise telephony workflows and ensure smooth, high-quality customer interactions.
• Understand the new system roadmap including upgrades and feature enhancements to ensure the platform evolves alongside business needs and technology advancements.
• Change Management & Stakeholder Engagement
• Contribute to change management efforts to ensure smooth adoption of the new contact strategy and telephony platform across the organisation.
• Engage stakeholders (e.g. senior management, operations teams, advisors) early in the process, ensuring alignment with business objectives and operational requirements.
• Oversee the development of associated training materials and knowledge transfer sessions to ensure that all staff members are proficient in using the new platform and understand the strategic direction.
• Performance Management & Reporting
• Define and track key metrics to measure the success of the re-platforming effort, including system uptime, service levels, first-call resolution, customer satisfaction (CSAT), and operational efficiency.
• Provide regular reporting on the effectiveness of the new telephony and resource planning strategies, highlighting key trends, challenges, and areas for improvement.
• Ensure that KPIs are regularly reviewed and adjusted in response to changing business needs and performance outcomes.
• Collaboration with Cross-Functional Teams
• Work closely with cross-functional teams, including IT, Customer Experience, Marketing, and Operations, to align on telephony and resource planning objectives.
• Foster strong relationships with third-party vendors and technology partners to ensure the successful deployment and support of the new platform.
• Support the wider digital transformation agenda by contributing expertise in contact strategy, telephony, and workforce planning.
• Technology & Innovation Leadership
• Stay up to date with emerging technologies and trends in telephony, customer experience, and workforce management to continuously enhance the contact centre strategy.
• Advocate for the adoption of AI, automation, and other next-gen technologies to improve efficiency, reduce costs, and enhance the customer experience.
• Act as a subject matter expert (SME) on telephony and resource planning technologies, providing guidance and recommendations for future system enhancements or changes.
• Contribute to the future Operating Model of the business and lead on recommendations to make contact management and resource planning a key discipline within the business.

Skills & Experience

• Extensive experience working with telephony platforms and contact centre technologies (in particular, Microsoft Dynamics Contact Center).
• Familiarity with integrating telephony systems with advisor facing applications, data sources, workforce management tools and other platforms that present and drive customer interactions.
• In-depth understanding of call routing, alternatives to IVR (Interactive Voice Response) design, and multi-channel contact strategies to ensure customers get an immediate response and connected to a colleague with the knowledge, skills and permissions to provide an excellent customer experience.
• Proven experience in resource planning, scheduling, and forecasting within a virtual contact centre environment i.e. agents distributed across a branch network.
• Experience in providing contact and resource planning strategies that relate to a personal, white glove contact and service model and avoid full-on contact centre pitfalls yet understanding the constraints this approach may present.
• Familiarity with workforce management tools and experience using data-driven insights to optimise staffing and improve efficiency.
• Knowledge of KPIs such as service levels, occupancy, adherence, and forecast accuracy.
• Project Management & Execution
• Strong project management skills with the ability to drive complex re-platforming initiatives from inception through to successful implementation.
• Ability to work in an Agile environment, managing multiple stakeholders, timelines, and deliverables.
• Experience leading cross-functional teams to implement strategic technology and operational changes.
• Change Management & Communication
• Proven ability to lead organisational change efforts, including communication strategies, stakeholder engagement, and training programs.
• Excellent written and verbal communication skills, with the ability to convey complex technical information to non-technical stakeholders.
• Ability to influence and gain buy-in from senior leadership and operational teams.
• Customer Experience Focus
• Deep understanding of customer experience principles, with the ability to design contact strategies that deliver both operational efficiency and exceptional service but protect the culture and design principles of the business.
• Knowledge of omni-channel contact strategies, including voice, email, live chat, social media, and self-service.
• Ability to balance customer needs with business objectives, ensuring both are met effectively.

To apply for this position please submit your CV.

Carbon60, Lorien & SRG – The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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