Description
Technical Lead required to work with a Government department. This is an initial 12-month contract, paying £550 a day, inside IR35, Hybrid working (occasional visits to the London office).
Contact Centre
We are seeking a proactive, solutions-oriented Senior Contact Centre Specialist with over 10 years of experience in contact centre technologies. The successful candidate will not only manage customer interactions and supplier relations but will also lead in the development of fit-for-purpose solutions and oversee the process of change management in our dynamic business environment. You will need to be a continuous learner, comfortable voicing your opinions, and possess a focus on delivering business value.
Key Responsibilities:
Act as a lead in the development of appropriate solutions with end-to-end responsibility, including alignment with business requirements, technology selection, user experience, maintainability, and non-functional requirements (scale, performance, security).Interact with business suppliers effectively, understanding their needs and translating these into business requirements and technical changes.Raise, manage, and track change requests, ensuring efficient and value-driven solutions.Champion and oversee the design, adoption, and implementation of best practices.Maintain your expertise in contact centre technology, staying current through research and other methods.Develop high-quality technical documents including High-Level Solution Designs and Solution Architecture documents.Lead a team in the creation of solution designs and actively promote Technical Design Authority forums.Skills & Experience:
Proven track record of solving complex problems and challenges.Strong communication skills with the ability to work with all levels of seniority across IT and the wider business.Demonstrable experience across much of our Contact Centre and Voice technology protocols, including: webRTC, CTI, SIP, PSTN, ISDN, SBCAPIs such as GraphQL, RESTAzure and AWS Cloud PlatformsCCaaS and CPaaSExcellent business stakeholder management skills.Experience leading teams and creating solution designs.Personal Attributes:
Proactive, taking initiative to understand what needs to be done and delivering.Focused on delivering business value over technological or architectural purity.Passionate about your work.A continuous learner with an inquisitive mind and a desire for self-improvement.Self-motivated, creative, highly disciplined, and solutions-driven.Positive attitude and a team player.
