Telephony Application Manager in Sowerby Bridge

Salary: £35,000 - £35,000 per year

Requirements:

• 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 and 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, with the ability to translate technical issues into clear business updates
• Knowledge of contact centre platform integrations, such as CRM integrations
• Knowledge of IT service management practices, including incident, problem, change, and release management
• Knowledge of contact centre workforce management, reporting tooling, and outbound diallers
• Experience supporting and/or managing business-critical telephony applications or unified communications platforms in a production environment
• Hands-on incident management through to resolution, including coordination across internal teams and suppliers
• Experience delivering changes and releases, including planning, testing, implementation, and post-change validation
• Experience producing and maintaining operational documentation, including runbooks, knowledge articles, and support processes
• At least 2 years experience working with cloud-based telephony solutions, such as Genesys, NICE, or Avaya
• Experience with telephony migrations or major upgrades, such as platform refreshes, carrier changes, or number moves
• 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 who can tailor messages for technical and non-technical audiences
• Customer-focused and collaborative, with the ability to build 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
• Telephony or UC vendor certification relevant to the platforms used, such as Cisco, Avaya, or Genesys
• Full UK driving licence

Responsibilities:

• Own the day-to-day operational management of our telephony applications and supporting services
• Own configuration management for our telephony services, including configuration, integration, and user access, ensuring controls and auditability are maintained
• Manage user accounts, call flow creation and configuration, and system administration
• Act as the point of escalation for incidents, driving triage, coordination, resolution, and clear stakeholder communications
• Lead problem management for recurring faults, including root cause analysis and preventative actions
• Manage change and release activity for our telephony applications, including risk and impact assessment, scheduling, testing, and post-implementation validation
• Manage third-party suppliers and carriers, including ticket progression, service reviews, SLA management, and escalation routes
• Define and maintain monitoring, alerting, and operational dashboards, reviewing trends and driving service improvements
• Plan and deliver upgrades, patches, and enhancements while ensuring minimal disruption and strong change governance
• Maintain accurate documentation, including service guides, runbooks, support processes, and knowledge articles
• Support ongoing training for our IT and operational users
• Support service continuity and compliance by ensuring appropriate backup, disaster recovery, and security controls are in place and tested
• Act as the interface between our business and telephony third parties for issue resolution, roadmap updates, and account and product reviews

Technologies:

• Cloud
• Cisco
• CRM
• Flow
• Genesys
• Support
• Security
• Marketing

We are JLA, a mission-critical infrastructure solutions business providing services across Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning. We deliver an end-to-end, on-premise machine supply and breakdown service under our Total Care proposition, supported by additional products and services. Based in Ripponden, this role sits within our Technology function in Application Management and reports into the relevant management structure with no direct staff responsibility. As our Telephony Application Manager, you will play a key role in keeping business-critical telephony services running smoothly, working closely with IT, operational teams, and third-party suppliers to improve service quality, manage changes, and support compliance and continuity.