Customer Solutions Design Specialist (Five9)

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

About the role

The Customer Solutions Design Specialist leads and delivers a variety of technical workstreams that shape end to end technical solutions.

They work closely with customer stakeholders to understand and interpret business needs, translating these into clear, deliverable solution designs through to delivery projects.

The role ensures that recommendations are customer focused, technically sound, and considerate of the wider operational, commercial, and organisational impacts across all technical and business areas within the Five9 Technology hub.

What you’ll be doing

• Lead on design and delivery of Contact Centre solutions for BT Business Customers
• Provides end-to-end technical solution governance and ownership throughout the pre-sales, design and delivery life-cycles.
• Close collaboration with the customer representatives, understanding business and technical requirements.
• Close collaboration with stakeholders, e.g. bid, commercial, project throughout the entire bid life-cycle.
• Supports the bid process with concept and proposal preparation, effort estimates.
• Lead the initiatives in looking for efficiencies in solutions through use of patterns and templates, rather than bespoke requests.
• Drive standardization across teams to ensure operational procedures are in place, maintained and followed as appropriate.
• Proactive ownership and management of Project / Programme Customer Risks and issues, ensuring they are highlighted early and mitigated or escalated as appropriate.

Essential Skills / Experience

• Experience of technical solution design and/or implementation experience, proven experience design and delivery of contact centre solutions
• BID and pre-sales knowledge – must be comfortable presenting solutions to account teams and customers.
• Extensive knowledge of Five9 CX

Desirable Skills / Experience

• • Ring CX
  • Genesys CX
  • Highly articulate and successful in conducting formal and informal customer, and executive level facing communications
  • Cisco Webex Contact Centre and/or Webex Calling
  • LAN/WAN technologies
  • Troubleshooting voice/contact centre issues
  • Virtualisation (VMWare, docker etc.)
  • Voice recording solutions e.g. Nice, Verint
  • PCI solutions
  • Eligible SC

• Ring CX
• Genesys CX
• Highly articulate and successful in conducting formal and informal customer, and executive level facing communications
• Cisco Webex Contact Centre and/or Webex Calling
• LAN/WAN technologies
• Troubleshooting voice/contact centre issues
• Virtualisation (VMWare, docker etc.)
• Voice recording solutions e.g. Nice, Verint
• PCI solutions
• Eligible SC

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a 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 are Customer-First Challengers, who are Committed, Clear and Connected. 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.