About This Role

Summary of the role

The Telephony Lead will lead the strategic development, optimization, and management of telephony systems, ensuring they align with the organization's wider approach. The role involves leveraging new technologies to drive innovation, efficiency, and cost savings within the contact center operations. As a key liaison with senior management, the Telephony Lead will ensure that telephony solutions not only meet current business needs but also future proof the organization's communications infrastructure.

What you'll be doing

• Develop and implement a forward-looking telephony strategy that supports the organization's One Diligenta objectives, promoting unified and standardized telephony solution across all departments
• Lead the integration of new technologies, such as AI-driven communication tools, cloud-based telephony solutions, and advanced analytics, to enhance the contact centre's operational efficiency and customer experience
• Oversee the installation, configuration, and maintenance of telephony hardware and software
• Develop disaster recovery and business continuity plans for telephony systems
• Stay at the forefront of telephony innovations, evaluating and implementing new technologies that can offer competitive advantages, cost savings, and improved service delivery
• Lead projects aimed at consolidating telephony systems and services, driving economies of scale, and reducing redundancy
• Troubleshoot and resolve telephony issues, working closely with Core IT / Telephony support teams
• Oversee the telephony budget, ensuring it aligns with the financial goals of the organization and supports the strategic direction of the enterprise
• Provide mentorship and professional development opportunities to ensure the team stays current with industry trends and technological advancements
• Collaborate with management, staying up to date on industry trends and emerging technologies to ensure telephony infrastructure remains current and competitive

What we're looking for

• Advanced leadership capabilities with a track record of managing high-performing teams
• Deep understanding of modern telephony technologies, including cloud-based solutions, AI-driven tools, and unified communications platforms
• Strong business acumen with the ability to align technical initiatives with broader business strategies
• Excellent communication skills, with the ability to influence senior management and promote cross-departmental collaboration
• Strategic thinking with a focus on innovation, cost reduction, and long-term sustainability
• In-depth knowledge of telephony and contact centre technologies
• End-to-End Telephony Architecture

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

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