Telephony Lead

What you'll be doing

• Develop and implement a forward-looking telephony strategy that supports the organization's One Diligenta objectives, promoting unified and standardized telephony solution across all departments
• Lead the integration of new technologies, such as AI-driven communication tools, cloud-based telephony solutions, and advanced analytics, to enhance the contact centre's operational efficiency and customer experience
• Oversee the installation, configuration, and maintenance of telephony hardware and software
• Develop disaster recovery and business continuity plans for telephony systems
• Stay at the forefront of telephony innovations, evaluating and implementing new technologies that can offer competitive advantages, cost savings, and improved service delivery
• Lead projects aimed at consolidating telephony systems and services, driving economies of scale, and reducing redundancy
• Troubleshoot and resolve telephony issues, working closely with Core IT / Telephony support teams
• Oversee the telephony budget, ensuring it aligns with the financial goals of the organization and supports the strategic direction of the enterprise
• Provide mentorship and professional development opportunities to ensure the team stays current with industry trends and technological advancements
• Collaborate with management, staying up to date on industry trends and emerging technologies to ensure telephony infrastructure remains current and competitive

What we're looking for

• Advanced leadership capabilities with a track record of managing high-performing teams
• Deep understanding of modern telephony technologies, including cloud-based solutions, AI-driven tools, and unified communications platforms
• Strong business acumen with the ability to align technical initiatives with broader business strategies
• Excellent communication skills, with the ability to influence senior management and promote cross-departmental collaboration
• Strategic thinking with a focus on innovation, cost reduction, and long-term sustainability
• In-depth knowledge of telephony and contact centre technologies
• End-to-End Telephony Architecture

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.