Telephony Specialist

Apply now Job no: 513353
Work type: Permanent - Full Time
Location: Hampshire
Categories: Telecommunications

Telephony Specialist

SSE Enterprise Telecoms

Location: Havant

Salary: £48,121 - £63,551 depending on experience plus excellent benefits

SSE is one of the largest and most diverse energy companies in the UK and a successful player in the UK energy supply business with around 10 million customers across our various brands. SSE Telecoms, part of the SSE Group, operates a 14,300km UK-wide telecoms network, providing services to other telecoms providers, companies and public sector organisations.  We pride ourselves on using the most up to date technology to improve our Customer experience. A team of telephony experts manage our telephone systems throughout the country. Their roles are diverse, covering not only the maintenance of our complex telephony systems but development of new services.  At SSE we use Genesys to make intelligent call routing decisions based on customer data and expert agent availability across all our call centres for approximately 2,500 agents.

We are looking for a Telephony Specialist to provide support for a large multi-site Genesys environment to resolve complex faults, implement changes, provide infrastructure delivery and implementations to meet customers and platform requirements.

Within this role your key responsibilities will be service resolution of complex faults, provide root cause analysis for major incidents, deliver technical and fault analysis for inclusion in Customer and Management "Reason for Outage" reporting, including recommendations for process and system improvements.

To be successful in this role you will have strong technical experience with Contact Centre technologies (Genesys, Avaya, Speech Recognition, IVR), knowledge and understanding of Virtual Hold, Genesys Voice Portal, Genesys Interactive Insights and IP is highly desirable as well as knowledge of Genesys Framework and Routing (v8), knowledge of IVR technologies and Avaya Communication Manager.  Working experience with SQL, Scripting languages, or any other development experience would also be advantageous.

As a strong communicator you will develop and facilitate internal training sessions, product demonstration workshops, and develop strong customer relationships.  Ideally you will possess significant experience of working within an appropriate telecommunications field and have accountability for resolution of major incidents. You will have excellent verbal and written communications skills, an eye for detail and a reputation for consistently delivering work of a high quality. As you will be liaising with key stakeholders the ability to think "outside the box", develop and create innovative solutions will be required.

In order to succeed in this role, you will have strong commercial acumen, be highly organised and methodical and will have excellent interpersonal skills. You will have the ability to manage strong Customer relationships as well as influence both internal and external stakeholders.

A flexible approach to travel, work location and hours is essential as there may be occasional requirements for overnight stays.  Due to the travel required within this role a full driving license is essential.

In return, we can offer you a competitive salary package in a position which has excellent routes for career progression within the SSE Group. You will also enjoy an attractive benefits package, including pension, share plans, a generous leave entitlement (with options to purchase additional leave), reductions on energy, phone and broadband bills, plus a host of other rewards and lifestyle benefits.

Closing date for applications is Friday 25th August 2017.

The successful candidate will be subject to the Company's verification and vetting process.  This includes a basic criminal records check.

 

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