Telephony Lead

Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role
The Telephony Lead will lead the strategic development, optimization, and management of telephony systems, ensuring they align with the organization's wider approach. The role involves leveraging new technologies to drive innovation, efficiency, and cost savings within the contact centre operations. As a key liaison with senior management, the Telephony Lead will ensure that telephony solutions not only meet current business needs but also future proof the organization’s communications infrastructure.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

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

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!