Network Voice Specialist

An exciting opportunity has arisen to join the IT Operations team in Cabot, Kings Hill as a Network Voice Specialist. This is a permanent role. It is a hybrid position with travel to Kings Hill required and some European travel.

Role Purpose

The role sits within the IT Operations area, and the right candidate would be an experienced voice solutions engineer with a high level of relevant technical expertise. This role operates across both projects and operational activities. The individual will work closely with project managers and senior stakeholders to capture requirements and propose technology solutions to deliver business outcomes. For project activities, they will collaborate with third parties or in-house resources to ensure compliance with design, standards, and governance for acceptance into formal service. They will also provide expertise in diagnosing and resolving complex technical challenges, problems, or major incidents. This is a customer-facing role requiring the candidate to build relationships with business colleagues to capture requirements and translate them into design proposals for delivery into service.

Key Accountabilities & Responsibilities

• Provide technical delivery and design support for projects and complex voice/telephony changes.
• Participate in design and solutioning activities, commissioning design/delivery work from third-party suppliers, and ensuring quality assurance and acceptance into service.
• Propose robust, reusable solutions aligned with strategic awareness to meet project timescales.
• Stay current with vendor roadmaps and industry trends to anticipate changes, security updates, and best practices, incorporating these into project proposals.
• Ensure all designs are robust, compliant with standards, and satisfy security requirements.
• Diagnose and resolve high-impact or complex technical problems in coordination with IT operations colleagues.
• Identify root causes of issues and drive resolutions addressing the causes.
• Support audit and compliance activities, including finance, ISO27001, Sarbanes-Oxley, NIST, and client audits.
• Be available for out-of-hours work to support planned activities or changes.
• Communicate effectively with colleagues across different levels of technical expertise, capturing requirements and driving consensus.
• Build and maintain strong relationships with colleagues, stakeholders, and third parties to meet project outcomes.
• Create and maintain plans and schedules, ensuring commitments are met.
• Promote Continuous Service Improvement (CSI) to enhance performance, security, and processes.
• Prioritize security in all solutions, ensuring full compliance with infosec and regulatory requirements.
• Work with the senior team to ensure all activities comply with relevant regulations and laws.
• Participate in an out-of-hours support rota for voice and network services.

Person Specification Knowledge & Experience

• Experience proposing robust, reusable voice solution designs to meet project deliverables.
• Experience administering on-premise and cloud-based voice/dialler platforms, including migration from on-premise to cloud.
• In-depth experience with Alvaria (formerly Noble) SIPhony Contact Centre and Genesys cloud platform.
• Knowledge of softphone and handset technologies, including Avaya handsets and Alvaria softphone.
• Experience with card masking technologies like Card Easy and PCI-compliant telephony solutions.
• Experience with Ribbon Sonus SBC and Asterisk-based PBX technologies.
• Ability to troubleshoot complex telephony incidents and optimize platform performance.
• Management experience with technology vendors and professional services for support and delivery.
• Extensive experience with infosec best practices to deliver secure solutions.
• Methodical diagnostic skills for resolving complex problems and major incidents.
• Experience in the design, build, and support of enterprise telephony and dialler solutions.

Desirable

• Experience with routing & switching, LAN/WAN technologies, Cisco (Catalyst & Nexus), and Palo Alto.
• Knowledge of TOGAF architecture framework.
• Azure experience, including design, configuration, and support.
• Support experience within the financial services sector.
• Certifications such as Cisco, Security, Palo Alto, TOGAF are advantageous.