Contact Centre and Telephony Technology Platform Owner

A fast-growing business based in the Southampton area is seeking an experienced Platform Owner to join the business to build and lead the stand up of their Contact Centre and Telephony Technology Services.

The Platform Owner role offers up to £75,000 per annum, Bonus, Pension, 25 days holiday, mostly remote working with a need to go to the office as little as twice a month.

The company are in a period of growth, so this is an excellent opportunity for a strong Platform Owner to join the business and have a significant impact on the future growth of business.

This role is a good opportunity for a Platform Owner who has a strong technical understanding and strategical mindset to come into the business and take full ownership of standing up the Contact Centre and Telephony Services.

This is a varied role and as a Platform Owner you will be responsible for:

• The effectiveness of the operating model within IT covering SLA adherence to user-facing tickets eg incidents request fulfilment but also the performance of the infrastructure that underpins important business services
• Responsibility for the broader 'ecosystem' of IT tools within the business within the context of the defined platform ownership eg security tools, monitoring tools etc
• The design, build and running of the contact centre and telephony technology (comprising physical or virtual hardware, diallers, IVRs, queueing and contact centre technology) either on-premises or provisioned as cloud services) that is required to deliver and support the information systems needs of the business
• Manage backlog of change from which the team members are assigned activity, work with stakeholders to agree prioritisation and execution order
• Line management of a team of highly technical engineers
• Operation of the change/release process on behalf of the team to safeguard production and business service availability
• Hiring, performance management and training of engineers within the team
• Managing risk through reviewing risks flagged and determining if they need to be backlogged for resolution, accepted or escalated if neither is feasible without impacting other business outcomes
• Ensuring non-functional requirements for systems are documented and solutions are built to meet them
• Vendor management and ongoing people management
• Ensuring the contact centre technology platform remains fit for purpose and that our users are enabled productivity and collaboration-wise through the provision of a modern remote-first set of technologies
• Research of future prospective technology to enable and enhance future business needs
• Ensure ongoing business relationship management occurs within the business through the assigning and managing of resources to projects and that what is built is able to transition into live without unexpected delays

The successful Platform Owner will have:

• Would have 5+ years' experience in IT and at least 3 years in a relevant management position and in a telephony/contact centre environment
• Excellent and detailed working knowledge of a wide range of technical areas in relation to IT services and contact centre/telephony technology and a depth including all of the following: Contact Centre/Telephony Products, Diallers, SIPs, Call Managers, Campaign Managers, Analytics and Reporting technology.
• Automation and Configuration Management and/or IaC (Infrastructure as code) technologies and their application to large-scale IT Operations
• Working knowledge of Chatbot, voice analytics, call recording, WhatsApp and social media as a support channel technology
• Hold ITIL (IT Infrastructure Library) foundation and understand the standards covering the processes of event management, incident management, problem management and change management and be able to identify and select appropriate tools and processes that should be implemented to ensure the maintainability and operation of systems implemented
• Knowledge of supporting technologies like Active Directory, DHCP, DNS, NTP, SNMP
• Act as the leader for the team in evangelising the evolution of these technologies and maintain an ongoing awareness as to how this technology and indeed usage of this technology changes over time across the industry to advise the business accordingly
• Excellent people management and stakeholder management skills
• Building a culture of continuous improvement and delivery
• Work with peers in IT and operations to disseminate relevant knowledge and experience across the peer group to improve the capability and thought processes across the overall organisation

To apply for the Platform Owner role please forward your CV to (see below) or call Louis.