Job Description

We are looking for a Head of Contact Contre Technology to join our Group Technology team in Milton Keynes. The Head of Contact Centre Technology is a senior-level role aligned to a common platforms used across multiple business areas. The role is both customer and platform centric and ensures there is technical leadership to support that business area and works closely with the business to ensure that the technology supports the business needs and goals, and that new features, functionality or enhancements are understood and, if appropriate, exploited by the business and technical teams in delivery of the overall service.



Key Responsibilities:


Be the Delivery Technical Lead in the Business Aligned team working with product and delivery to ensure the business goals are achieved. Provide leadership, vision, and direction for the technical area the role is operating within, supporting the business leaders with their demands of technology. Work with the senior leaders and Exec across the business to ensure that the technology teams support the business strategy. Work with the business, platform, product and architecture to design, manage, and/or execute product roadmaps. Build strong working relationships across Technology (Architecture, BAT, PAT and Security). Ensure that product technical debt is understood and releases / enhancements are appropriately prioritised within the backlog. Collaborate in the trade-off discussions and roadmap prioritisation. Take accountability for non-functional outcomes including security, performance, availability, and reliability of systems within the business area. Matrix task management of the business analysts, software / platform engineers team that are assigned to the technical delivery. Build the capability of the platform teams and agile ways of working to support the technology teams. Work with architecture team to ensure that technical solutions are aligned to the business goals. Work with the appropriate platform Heads to ensure that the business area has the right engineering capability within the agile teams to meet the demands of the business. Ensure that the technology to support the business area(s) is cost effective. Review of monthly service metrics of the platform to ensure service issues are addressed. Support the major incident process for any incidents impacting the business area. Maintain the technical relationships with suppliers.

Experience and Skills Required:


Educated to degree level in a computer science or related subject, and/extensive experience in senior technology roles. In-depth knowledge of telephony and contact centre configuration, lifecycle and methodologies. Understanding of and experience with SAFe, and agile frameworks such as Scrum or Kanban. Worked with Jira, Five9's MS Teams Telephony and SIP. Working knowledge of Microsoft Office 365 Products in a unified comms environment.

Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.



Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your experience doesn't fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.



CF00640



Job Reference: CF00640