Voice Operations Professional

Job Description

Why this job matters

Are you ready to take on this Voice & Video Services Professional role, in order to create a better world for BT’s stakeholders & achieve great things!

You’ll play a key role in our team’s success by supporting colleagues and enhancing the customer experience. Your mentorship and knowledge-sharing will make a real and impactful difference by utilising your communication

What you’ll be doing

• Be an expert on customer platforms within the contract & support all the contractual ITIL processes and maintain and improve support systems, procedures, and work instructions.
• Provide 2nd line technical support for large, complex, and highly secure contracts, providing remote configuration and support for Ribbon, Palo Alto, and Juniper. Responsible for problem identification and resolution, remote configuration, and ensuring service level agreements are met.
• Support on Transformation and Migration by assisting in project teams adopting an flexible approach to meet timelines and milestones, requiring flexibility to meet customer needs.
• Provide patching and upgrade support by adhering to vendor-advised patching schedules to meet contractual requirements.

Skills You'll Need

As an Voice Operations Professional this role you will require SC clearance moving to DV clearance

• Competence in Juniper, and Palo Alto technologies & products
• Understanding of SIP, VoIP, and networking protocols
• Knowledge of ITIL fundamentals
• Ability to work a high pressured and secure environment and have ability to manage time and work autonomously with minimal guidance
• Direct customer interaction, representing BT, operating in high-pressure, secure environments
• Ownership of end-to-end technical solutions and services &Expertise in fixed voice technologies

Benefits

Benefits​

• Competitive Salary​
• 10% on target bonus​
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%​
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.​
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.​
• 25 days annual leave (not including bank holidays), increasing with service​
• 24/7 private virtual GP appointments for UK colleagues​
• 2 weeks carer’s leave ​
• World-class training and development opportunities​
• Option to join BT Shares Saving schemes.

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.