Specialist Designer Contact Centre

Why this job matters

You will typically work on designs and deliveries for our customers. You could be asked to get involved in new projects or work with a bid team to provide responses to BT ‘s customers. As a specialist we need you to generate ownership of the complexed areas of a large solution or the whole solution itself.

• Specialist Designer – You day to day role is to design and deliver solutions for BT’s customers. Your design work will specialise in one of three distinct disciplines either voice solutions or contact centre solutions. Our customers are generally external customers so you will be recognised with that enhanced level of visibility and responsibility.
• Responsibilities – You’ll be working as part of a dedicated team that spans the globe. As a design specialist you’ll be responsible for delivering medium to large designs. Working with other designers you may even be the design lead who will be expected to review all components and then deliver the overall design. As a specialist, you will have an expert knowledge of the overall design. You will contribute to technical discussions within the team, leading others towards a better understanding and encouraging a dialogue to improve the design principles used in the team. You will be required to impart your design principles towards a more senior level, shaping our future direction. This could be towards a customer facing role.
• Customer partner – We do great things for our customers, and we need all our people to put the customer first. As a design specialist you will promote what we do and understand the customers’ needs to relevant solutions.

What you’ll be doing

You will typically work on designs and deliveries for our customers. You could be asked to get involved in new projects or work with a bid team to provide responses to BT ‘s customers. As a specialist we need you to generate ownership of the complexed areas of a large solution or the whole solution itself.

• Specialist Designer – You day to day role is to design and deliver solutions for BT’s customers. Your design work will specialise in one of three distinct disciplines either voice solutions or contact centre solutions. Our customers are generally external customers so you will be recognised with that enhanced level of visibility and responsibility.
• Responsibilities – You’ll be working as part of a dedicated team that spans the globe. As a design specialist you’ll be responsible for delivering medium to large designs. Working with other designers you may even be the design lead who will be expected to review all components and then deliver the overall design. As a specialist, you will have an expert knowledge of the overall design. You will contribute to technical discussions within the team, leading others towards a better understanding and encouraging a dialogue to improve the design principles used in the team. You will be required to impart your design principles towards a more senior level, shaping our future direction. This could be towards a customer facing role.
• Customer partner – We do great things for our customers, and we need all our people to put the customer first. As a design specialist you will promote what we do and understand the customers’ needs to relevant solutions.

Skills we'd like to see on your CV

It is essential that the applicant has a thorough experience in either:-

• Contact Centre solutions - Genesys Cloud, Genesys Engage, Workforce Management, Avaya Contact Centre, Avaya CS1000, Contact Centre Next Generation, Cisco Contact Centre, Cisco Webex.
• Voice contact solutions - One Cloud Cisco, Microsoft Teams, Five9’s, Ring Central CX, Cisco Unified Communications

The specialist will be expected to have a deep technical knowledge in one or more of the areas listed above to contribute towards a customer solution.  Primarily the specialist would work on a whole design but may lead and specialise in a particular complexed area of a large delivery. The specialist will have an appreciation of the whole design element. The specialist will lead our best practices and will encourage others to help define the processes that we’ll adopt in the future.