Ten Group is hiring a

Voice Engineer

We are undergoing an IT transformation, building a new hybrid IT infrastructure making this an exciting time to join the company and to make your mark within our growing business.

The environment is based primarily on Microsoft technologies, with a centralised Avaya Call Manager and geographically dispersed Session Border Controllers, delivering local break out using a mixture of E1 and SIP trunks. The management and distribution of calls to our global business is managed using a contact centre solution. A number of our offices do not have local breakout for external call traffic and utilise inter-office VPNs to manage the flow of voice data. We also have a number of virtual numbers in regions where we do not have physical presence.

This role will focus on the management of the telephony estate and be the primary technical role responsible for the management of our current contact centre solution and also the migration and ongoing operational management of a new omni-channel contact centre solution managing voice, email, SMS and Web Chat channels from an IT perspective.


Voice Engineer key responsibilities:

  • Support the migration to a new omni-channel contact centre solution as part of the wider project
  • Manage the onboarding and off-boarding of clients, specifically focussing on the omni-channel management
  • Provide business as usual support the voice and contact centre solutions
  • Capacity and performance planning the telephony platform
  • Management and testing of disaster recovery and contingency plans with regards telephony services
  • Define and document best practices and support procedures
  • Maintain inventory and asset configuration documentation
  • Interact with customers and staff at the technical level, as required.
  • Mentor / cross train team members on telephony platform and configuration
  • Work with global vendors in the delivery of telephony services
  • Support the Operational teams with reporting and day to day management of the contact centre solution
  • Support escalations from Global Service Desk for investigation and resolution of technical issues
  • Help to ensure the delivery of infrastructure solutions in line with PCI-DSS compliance requirements, including documentation
  • Be part of the global on call rota to provide support to the team outside of core hours.

Requirements

Voice Engineer requirements:

  • Graduate-level qualified in Computer Science, Engineering or a related discipline or equivalent experience
  • Strong experience of Avaya telephony systems
  • Understanding of VOIP telephony
  • Strong understanding of SIP and ISDN technologies
  • Strong understanding of network and VPN solutions
  • A solid IT infrastructure background with prior (and current) experience supporting IT operations
  • Experience of highly available and fault tolerant systems
  • Good communications skills, comfortable with communicating technical concepts to both technical and non-technical audiences

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward – both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

Other benefits that Ten offer, specific to the UK office, range between an employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc), all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year (including drinks on the last Friday of the month) as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop or “Breakfast on Ten”.

We also offer season ticket loans, access to childcare voucher and cycle schemes and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

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