Senior Manager - Voice and Contact Centre

Job Description

We have an exciting opportunity for a Senior Manager in the Voice & Contact Centre team within CIO as we transition from Cisco to AWS.

The role is all about leading a team of technical engineers and business continuity leads providing strong leadership, clear communication, and a collaborative approach. You will be responsible for achieving operational targets and improving our overall technical capabilities.

The Senior Manager, Voice & Contact Centre will lead all aspects of the development and upkeep of the voice platforms making sure development is delivered to a high standard by following best practices and agreed patterns. You'll lead the team to ensure they're building the right things, the right way. You will also lead the business continuity team making sure all changes, processes and project work gets done on time through effective management. Promoting partnership and teamwork is key to this role within the Front End Engineering team as well as our operational stakeholders and business Product Owners.

Key responsibilities:

• Lead and mentor a multi-skilled team, fostering an agile development environment that encourages innovation, teamwork, and continuous improvement
• Collaborate with internal stakeholders and external vendors to ensure alignment on project goals, timelines, and deliverables
• Be responsible for the entire software development life cycle, from planning, development, testing, to release, ensuring that all voice platform solutions meet the highest quality standards
• Handle the operation and optimisation of all voice platforms within the contact centre, including but not limited to Cisco, AWS Connect, Verint, Sequence Shift, Omningage, and Agent Chat Platforms
• Ensure that all platforms are fully integrated and function seamlessly to support the business objectives and customer experience strategies
• Establish and maintain positive relationships with platform vendors, ensuring that they meet their commitments in terms of service levels, performance, and innovation
• Lead the Ops support team ensuring incidents and small requests as achieved within SLA

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience;

• Proven demonstrable experience in a similar senior role within a voice environment
• Extensive knowledge of voice platforms within contact centres
• Strong leadership and management skills, with the ability to effectively collaborate and align goals across teams
• Background in cloud-native environments
• Ability to lead a multi-skilled team in supporting agile development across voice platforms

The other stuff we are looking for

We'd also love you to bring;

• Familiarity with project management and collaboration tools such as Jira and Confluence

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a call from one of our Talent Acquisition Partners.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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