Stott and May Hampshire, United Kingdom
Senior Technical Manager - Voice/Telephony/Contact centre A Senior Technical Manager (Voice) is required by a household name, based in the North Hampshire region where you will be accountable for all of this client's call delivery, Cisco-hosted telephony, Acqueon automated outbound dialler, Teleopti workforce management, zoom call recording and quality monitoring, Semafone PCI telephony payments and RMG display systems. As the Senior Technical Manager you will own the complete suite of contact centre technologies and their integrations with other core systems (eg Pega CRM, CTI, ID&V). This is a proactive leadership role (managing staff and partners) with three key areas of accountability: 1) Ensuring high levels of service availability 2) Effective configuration and optimisation of the technologies 3) Managing and implementing new services through the Voice Technologies development roadmap. Along with at least 3 years experience working as a Senior Technical Manager, with proven experience in leading a Voice Services function (at least 2 direct reports), you will also have the following: - Proven experience working within 24/7 IT operational environment - Proven experience of designing, implementing and operating Voice Services - Proven experience in managing 3rd party partners - Proven experience delivering continuous service improvements for the business - Demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally Please send your CV now for consideration. interviews to be held as early as next week.