Posted in: Retail in United Kingdom | Posted: |
You'll be the architect on an exciting IP Telephony / Unified Communications migration project for a large well known UK brand with over 400 sites nationwide
You will be an integral part of a project team tasked with replacing the legacy IP PBX with a modern, converged contact centre and UC platform. You will be responsible for:
* gathering the business requirements via workshops and sessions with stakeholders from management through to front line colleagues
* Documenting those requirements and playing those back to a range of audiences to validate your information and conclusions with broad support from the business.
* Assessing a shortlist of alternative solutions on the market which meet our needs and supporting the supplier and product selection process with strong technical justifications related to business outcomes.
* Owning the technical delivery of the project including a seamless migration from the current system to the new one while minimising business impact.
* Fully documenting all aspects of the chosen solution and undertaking knowledge transfer sessions with key stakeholder teams such as IT support.
Essential skills / qualifications:
* Subject matter expert in the Enterprise Telecomms / UC space
* Designing, configuring, and troubleshooting VoIP systems
* Collaborating with cross-functional teams to integrate VoIP systems with existing network infrastructure
* Providing technical expertise and practical support for VoIP and IPT issues.
* Strong verbal skills (including presenting) to be able to articulate the value of Cloud Communications at multiple levels
* Excellent written communication skills for design, planning, and project documentation
* Confident, credible, and authoritative demeanour - to technically shape a project and influence key stakeholders
* Detailed understanding and experience of legacy IP PBX estates and solutions, which must include Mitel.
* Detailed understanding of Microsoft Teams Direct routing.
* Detailed understanding of modern contact centre UC technologies including but not limited to omnichannel, intent prediction, intelligent / skills based call routing,
* Gathering business UC, collaboration and contact centre requirements and formally documenting those.
* Good understanding of TCP/IP networking insofar as it relates to voice systems.
* Recent telecomms / UC qualifications from a major vendor (ideally Mitel), but Microsoft, Cisco or other major vendors would be acceptable