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Brighton, East Sussex
Voice Technical Product Owner
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Job Type: Full-time |
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Salary: £50,000 per annum |
Overview
Voice Technical Product Owner Brighton - Up to £65,000 A reputable organisation based in Brighton are seeking a talented and experienced Voice Technical Product Owner to define the vision and strategy or the product based on an understanding and anticipation of future business needs and be responsible for the build, delivery and support of the business' Voice platforms Job Duties Definition of the vision and strategy or the product based on an understanding and anticipation of future business needs and be responsible for the build, delivery and support of Voice platforms In-depth understanding of voice product including Unified Comms, multichannel Contact Centre, Trader Voice and Mobile and how these technologies can be utilised to improve the customer experience and meet business goals Be able to provide SME level advice across all voice platforms to the business groups, IT Project Managers, service delivery and 3rd parties Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity. Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve. Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers' expectations are met, is consistent with what we have communicated and is aligned to Customer Experience and Treating Customers Fairly policy. Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner. To manage the team in accordance with the Company's policies and procedures, including the Partnership Agreement, so that the team's business objectives are achieved consistently. Skills Required Qualifications: ITIL Service Management Extensive demonstrable technical work experience as a 3rd level support specialist or similar Knowledge: Detailed knowledge of Demand Management, Capacity Planning, Major Incident Management and Continual Service improvement Knowledge of the ITIL Service Management framework and the impact on the service delivery Knowledge of Agile best practice and how to apply it to product development / enhancements In-depth understanding of voice product including Unified Comms, Contact Centre, Trader Voice and Mobile. Be able to provide SME advice across all voice platforms to the business groups, IT Project Managers, service delivery and 3rd parties Skills: Have experience of telephony and contact centre voice delivery, reporting, work force planning and compliance requirements Demonstrate an understanding of the impact and technical requirements in migrating from a voice only to multichannel contact centre Experience of issues in migration between different contact center platforms Experience of Microsoft Teams voice and video products hosted in Azure Knowledge of Trader voice platforms and investment banking compliance regulations Experience working with vendors, IT and business representatives in a matrix environment Experience of mobile telephony and telephony applications Take ownership of major telephony faults and manage the issue through to resolution Within a fast-paced, technology-focused environment this role is sure to be a quick turnaround - so don't miss out The client are offering a competitive salary of up to £67k and offer great benefits such as discretionary bonus, private healthcare and more If you are looking to be part of a friendly, energetic company in Brighton then please click the 'apply now' function or alternatively please contact Paolo.