Customer Solutions Design Specialist

Job Description

Accountabilities:

• Provides technical concurrence and sign off for high profile and/or critical network changes on major BT core platforms and/or customer bids; accountable for managing technical risk for major platforms.
• Provides consultancy on network designs for multiple platforms and/or solutions and/or customers
• Develops design patterns across multiple domains.
• Responsible for establishing design best practice within a unit.
• Responsible for estimating the time and type of resource needed to support deliverables for complex, high impact and high value projects.
• Drives Right First-Time solutions and leads lessons learned
• Proposes technical strategy to network platforms and/or customer solutions factoring in high impact and high risk as appropriate.
• Drives efficiency and scalability through the re-use of network designs and accountable for the design whilst it is deployed across the overall network platform and/or customer solution.
• Potentially leads a large matrix team (virtual) and is accountable for complex network development using innovative approaches to design (including cross-portfolio solutions). Leverages technical resource/s as required to deliver the solution.
• Decides on design scope and design to leading edge high impact and high-risk network platforms and/or customer solutions
• Decides on the time and type of resource needed to support deliverables for complex, high impact and high value projects.
• Provide design authority for complex solutions and/or platform designs.
• Decides on network models for design testing.
• Decides on approach to resolving customer affected issues to leading edge high impact and high-risk network platforms and/or customer solutions, as appropriate.
• Resolves in-life issues to high risk and high impact network platforms and/or customer solutions, as appropriate
• Decides how to re-use network designs.
• Decides on implementation approaches of technology related transformation activity.
• Lead the development work on one or more products from the product portfolio making sure that the development stories are completed on time.
• Lead on one or more transformation streams (SRM, CRM, CDSA, etc) and represent T&SD effectively in providing inputs and getting the desired outcome.
• Help to identify minimum data fields (across all stages) required from both customer and inventory systems from a technical designer perspective.
• Assistance in stitching the process together by considering data flow between the Receive Request and Technical Design Service Elements in the SR workflow, and similarly cover the other stages of the workflow.

Skills Required;

• May lead technical design output from level 1, 2, 3, or 4 designers and/or third-party resources.
• May lead a large matrix team of technical experts.
• Ability to support multiple customer domains across one or more technologies
• Provides strong influence on senior stakeholders in terms of technical direction of platforms, which will influence commercial direction.
• Likely to lead on significant vendor selection for one or two domains.

Provide detailed information on any qualifications, technical expertise or security clearance that you will need for the job. (See example statements below).

Network Services:

• Minimum 10 years of relevant experience in network domain
• Strong understanding of IP Networking and it’s future direction
• CCNP/CCIE or equivalent desirable
• Strong understanding of software defined networking (SDN) including specialist in at least one key area (SD-WAN/NFV/SD Edge)
• Minimum 2-3 years of hand on experience in SDWAN e.g. Cisco, Meraki, Fortinet or Palo Alto.
• In-depth understanding of different vendor products like Cisco and Juniper.
• Experience with one of the public cloud environments (AWS/Azure/GCP).
• Good understanding of hybrid cloud architecture.
• Good to have working experience on enterprise and datacentre design.
• Good understanding on the Cisco/Aruba WLAN technology.
• Knowledge of virtualisation tools and concepts
• Good understanding on Load balancers like F5
• Knowledge on UCS/Virtualization, Python, JSON programming would be an added advantage.
• Key achievements in technical expertise on his/her domain.

Experience Required:

• Able to deliver significant stakeholder influence to resolve problems. Expected to give technical guidance to others to help resolve issues outside of the domain of the role.
• Provides thought leadership to senior internal stakeholders and customers regarding the overall future platform and/or customer solutions.
• Acts as a point of contact for technical expertise to advise senior stakeholders, internal and external.
• Lead the development work on one or more products from the product portfolio making sure that the development stories are completed on time.
• Lead on one or more transformation streams (SRM, CRM, CDSA, etc) and represent T&SD effectively in providing inputs and getting the desired outcome.
• Help to identify minimum data fields (across all stages) required from both customer and inventory systems from a technical designer perspective
• Assistance in stitching the process together by considering data flow between the Receive Request and Technical Design Service Elements in the SR workflow, and similarly cover the other stages of the workflow.
• Identifying dependencies and system integration required to build the work-flow and work with appropriate teams to get the same implemented.
• Expert user of design tools; seeks opportunities to develop new design tools for BT, and for external adoption.
• Makes authoritative recommendations on design tools and processes for network platforms and/or customer solutions, where appropriate.
• Able to solve problems typically specific to leading edge high impact and high risk network platforms and/or customer solutions.
• Able to solve complex and unknown problems that may lie outside the domain of the role. Problems may impact a single network platform and/or customer solution supporting multiple services. The most complex problem will be platform wide, impacting multiple services (and include multiple vendors) or cross-portfolio solutions.
• Impact of decisions are specific to the design strategy and/or direction for leading edge high risk and high impact network platforms and/or customer solution.
• Evidence of successful transformation measures – e.g. step change in processes, innovative designs.
• Mentors and share knowledge with others.
• Positive revenue measures for T&SD roles.

Connected leaders behaviours:

• Solution Focused Achiever (Inspiring)
• Bold Decision Maker (Customer Focused)
• Collaborative Partner (Team Player)

Why this job matters

The Customer Solutions Design Specialist independently executes a range of workstreams in the creation of end-to-end technical designs, ensuring that business requirements are successful translated into deliverable solutions, which meet customer needs whilst considering the impact of those solutions on all technical and business areas.

What you’ll be doing

1. Captures detailed customer technical requirements and translation to detailed solution design in accordance with design methodologies.
2. Manages and recommends on the technical direction and helps determine the optimum solution design for customers.
3. Manages the review and validation processes for both new developments and in-life products and services, ensuring full integration across all aspects, considering the broad impact of solutions on the product roadmap.
4. Drives the improvement of design and delivery capabilities for end-to-end technical solutions.
5. Manages customer solution design engagement and statement of work creation, including any 3rd party deliverables.
6. Facilitates the development of strong customer relationships at the senior level through providing specialist service design expertise, and influencing the customer's service strategy and operational decisions.
7. Drives consistency in architecture and technical processes, with the aim of reducing costs and increasing productivity.
8. Undertakes customer migration planning and implementation.
9. Coordinates impact assessments and design documentation updates.
10. Resolves complex solution and service issues, leads root cause analysis, troubleshooting and escalation.
11. Pursues the identification of potential risks and the implementation of controls and mitigations, ensuring compliance with relevant industry and company policies.
12. Ensures the delivery of thought leadership in complex bids and agreeing strategic approach as part of customer solution design.
13. Mentors other customer solution designers, helping to improve the team's abilities by acting as a technical resource.
14. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer solution design.

The skills you’ll need

TroubleshootingTechnology IntegrationDecision MakingRequirements AnalysisGrowth MindsetRisk ManagementNegotiationCommercial AcumenSolution DesignTechnology MigrationInclusive LeadershipProposal DevelopmentSolution Architecture

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.