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Enterprise Telephony Design Manager
at O2 in Leeds, GB
O2 is a breath of fresh air. By placing customers at the heart of everything we do we’ve created, and we continue to create memorable experiences for both customers and our people at work, where everyone feels valued, recognised and rewarded.
Job Purpose
* To lead high level and detailed design activities across internal and external parties for strategic and tactical changes * To assist business colleagues across all directorates to define relevant and well specified requirements to support their own business objectives * To provide suitable design support capabilities into the Technology Operations team to maintain excellent service levels to the Customer Service team and to jointly own the ongoing challenge of maximising those levels * To contribute to and define strategy and plans for evolution of telephony support to the O2 office estate. To manage detailed design activities to underpin plans. * To deliver best-in-class telephony and information routing capabilities to the Customer Service teams * To work with strategy teams in Customer Service and Technology to define the evolution of Integrated Telephony/ IT systems to support multi-media interaction between customers and Customer Service agents and to provide the required level of reliability and resilience.Key responsibilities
* Maintain understanding of current and emerging technology in the telephony / ICT field * Build a clear understanding of the requirements and challenges facing Customer Service and work in cross-functional teams to identify and plan improvements in capability and efficiency supported by appropriate technology. * Review change initiatives to ensure clarity of requirement and work with stakeholders to ensure suitability of requirements taking into account technology capability. * Identify options for supply of capability. Deliver detailed technical requirements documents to underpin solution selection. * Produce or manger vendor produced design collateral to support change initiatives. Assure quality, clarity and compliance to drive up delivery success and customer satisfaction. Ensure that these designs are maintained in a secure and up-to-date manner. * Monitor and review the effectiveness of overall changes processes and procedures. Recommended changes within the process to ensure consistent improvement in delivery of time, cost and quality. * Assist in development of longer term roadmaps and consequent development activities including close liaison with vendors, identification of appropriate supplier and O2-based testing. This will require appreciation of key drivers e.g. 50/50/50 and Customer Service strategic plans and translation of these into clear, costed technology options. * Liaise with Operations teams on requirements for operational support systems, including fault and performance management solutions. Where these solutions are outsourced, work with Operations to ensure that suitable reports are delivered by the supplier and that design-related corrective actions are being progressed. * Plan and manage the upgrade of existing capabilities in line with supplier roadmaps and software deliveries * Build forward forecasts and business cases for capital investment * Identify actions to minimise the costs of technology and telephony services commensurate with delivery of the target capability to end usersPerson specification (essential)
* High level of technical awareness and experience covering telecommunications and integrated telephony/ IT developments * Experience of delivering key stages in change lifecycle particularly requirements analysis and iteration, design construction and compliance management. * High level of communication and collaboration skills. Proven ability to work in and lead cross-functional teams, influence and manage expectations across diverse groups. * Experience of working with vendors, ideally with responsibilities including management of delivery and/or qualityPerson specification (desirable)
* Understanding of basic call routing and signalling concepts * Understanding of basic voice-over-IP concepts * Relevant experience of existing VCC infrastructure and associated IT systems will be beneficial * Good basic knowledge of customer service operations and objectives * Basic project managementGrade: PTG/PCGU
Salary: circa. £50K
Location: Leeds
Published at 26-07-2010
Viewed: 7 times
Viewed: 7 times