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Head of Contact Centre Technology

Connells Group, Milton Keynes

Head of Contact Centre Technology

Salary not available. View on company website.

Connells Group, Milton Keynes

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 12 Jun | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 1d4a38fc52c645b697ec3d14ed7133d9

Full Job Description

  • Be the Delivery Technical Lead in the Business Aligned team working with product and delivery to ensure the business goals are achieved.
  • Provide leadership, vision, and direction for the technical area the role is operating within, supporting the business leaders with their demands of technology.
  • Work with the senior leaders and Exec across the business to ensure that the technology teams support the business strategy.
  • Work with the business, platform, product and architecture to design, manage, and/or execute product roadmaps.
  • Build strong working relationships across Technology (Architecture, BAT, PAT and Security).
  • Ensure that product technical debt is understood and releases / enhancements are appropriately prioritised within the backlog.
  • Collaborate in the trade-off discussions and roadmap prioritisation.
  • Take accountability for non-functional outcomes including security, performance, availability, and reliability of systems within the business area.
  • Matrix task management of the business analysts, software / platform engineers team that are assigned to the technical delivery.
  • Build the capability of the platform teams and agile ways of working to support the technology teams.
  • Work with architecture team to ensure that technical solutions are aligned to the business goals.
  • Work with the appropriate platform Heads to ensure that the business area has the right engineering capability within the agile teams to meet the demands of the business.
  • Ensure that the technology to support the business area(s) is cost effective.
  • Review of monthly service metrics of the platform to ensure service issues are addressed.
  • Support the major incident process for any incidents impacting the business area.
  • Maintain the technical relationships with suppliers.

    Educated to degree level in a computer science or related subject, and/extensive experience in senior technology roles.
  • In-depth knowledge of telephony and contact centre configuration, lifecycle and methodologies.
  • Understanding of and experience with SAFe, and agile frameworks such as Scrum or Kanban.
  • Worked with Jira, Five9's MS Teams Telephony and SIP.
  • Working knowledge of Microsoft Office 365 Products in a unified comms environment.

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Direct job link

https://www.jobs24.co.uk/job/head-of-contact-centre-technology-125230221
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