We are seeking an experienced Cloud Telephony & Contact Centre Engineer to support the migration and ongoing evolution of our contact centre capabilities within the Modern Workplace team.
This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager. The successful candidate will bring hands-on experience in cloud telephony platforms and prior involvement in contact centre migrations, helping to ensure a smooth transition with minimal disruption to business operations
.Beyond the initial migration, the role will focus on enhancing and expanding contact centre capabilities, introducing new features and functionality to improve customer and agent experience. This includes the delivery of CRM integrations, virtual agents, and omnichannel communication capabilities (e.g. SMS, chat), supporting the organisations broader digital transformation objectives.
In addition, the role will be responsible for reviewing and improving the storage, accessibility, and management of historical call and messaging data, with the goal of consolidating archives from legacy platforms into a centralised, efficient, and compliant solution.
Key Responsibilities
1. Perform the hands-on technical delivery of the contact centre migration to a cloud...