Specialist Designer Customer Contact - Birmingham, United Kingdom - BT

BT
BT
Verified Company
Birmingham, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Specialist Designer Customer Contact


Job Req ID:13042
Posting Date:22-Mar-2023
Function:Cyber Security
Location:Birmingham, Birmingham, United Kingdom
Salary:Competitive plus excellent benefits
Recruiter: Tia Smith

Hiring Manager:
David Thomas

Career Grade:
D

Locations:
Birmingham, Leeds, Manchester, Newcastle

Closing Date: 30/03/2023

About BT

  • BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do and in the people who work here.
  • We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
  • So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
  • As the Specialist Network Designer, Cloud Applications, you will propose a designs or solutions which meets the BT product catalogue, services and its vision which will be robust, reliable and scalable. You will have a winwin approach and a mentality to provide endtoend customer solutions, putting customers at the heart of everything we do.

As the Specialist Network Designer, Cloud Applications, you will be:


  • Lead on design and delivery of Contact Centre solutions for BT Business Customers
  • Provides endtoend technical solution governance and ownership throughout the presales, design and delivery lifecycles.
  • Close collaboration with the customer representatives, understanding business and technical requirements.
  • Close collaboration with stakeholders, e.g. bid, commercial, project throughout the entire bid lifecycle.
  • Supports the bid process with concept and proposal preparation, effort estimates.
  • Lead the initiatives in looking for efficiencies in solutions through use of patterns and templates, rather than bespoke requests.
  • Drive standardization across teams to ensure operational procedures are in place, maintained and followed as appropriate.

As the Specialist Network Designer, Cloud Applications, you will have the following skills/experience:

  • Experience of technical solution design and/or implementation experience, proven experience design and delivery of contact centre solutions
  • Highly articulate and successful in conducting formal and informal customer, and executive level facing communications
  • BID and presales knowledge must be comfortable presenting solutions to account teams and customers.
  • Extensive knowledge of [one or more of the following]:
  • Genesys Cloud CX
  • Genesys Engage


  • Five

  • Anywhere365
  • Desired understanding of:
  • LAN/WAN technologies
  • Troubleshooting voice/contact centre issues
  • Virtualisation (VMWare, docker etc.)
  • UK Blue Light contact centres/command and control systems
  • Voice recording solutions e.g. Redbox, Nice, Verint
  • PCI solutions

Benefits

  • Discounted BT Broadband, TV & mobile packages and BT products
  • On target Bonus
  • Share options and 10% pension contribution
  • Professional development and paid for industry certifications/qualifications
  • Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.
  • Wellbeing support for you and your family
  • 3 days paid volunteering a year

Why this job matters

The Customer Solutions Design Practitioner delivers end-to-end technical designs, ensuring that business requirements are successful translated into deliverable solutions, which meet customer needs whilst considering the impact of those solutions on all technical and business areas.


What you'll be doing

  • Captures detailed customer technical requirements and translation to detailed solution design in accordance with design methodologies.
  • Executes the technical direction and delivers optimum solution design for customers.
  • Reviews and validates both new developments and in-life products and services, ensuring full integration across all aspects.
  • Contributes to the improvement of design and delivery capabilities for end-to-end technical solutions.
  • Delivers customer solution design engagement and statement of work creation, including any 3rd party deliverables.
  • Executes customer migration planning and implementation.
  • Supports on impact assessments and design documentation updates.
  • Supports all parties throughout the project lifecycle to determine the optimum solution design for customers.
  • Resolves solution and service issues, leads root cause analysis, troubleshooting and escalation.
  • Undertakes the delivery of performance and process improvements.
  • Develops and shares with team knowledge on emerging trends and changes in custom
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