Voice Engineer Contract

Title: Senior Voice Engineer

Location: Wigan, North

Division: Managed Services

Reports to: Head of Network Services


Are you ready to ensure the stability, integrity, and efficient operation of our clients' voice environments? Do you have a passion for delivering complex technical work on ICT Voice infrastructure and systems in support of operational requirements as well as the implementation of new projects and technologies? Do you want to have the opportunity to provide technical advice and recommendations on matters relating to ICT systems deployed by Agilisys?

If so, we would love to hear from you!

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation: we bring together the right technologies and services to design solutions that work.

Passion: we are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

Key responsibilities

The Senior Voice Engineer is a vital role within Agilisys and this role will ensure the stability, integrity, and efficient operation of our clients' voice environments. The role will also deliver complex technical work on ICT Voice infrastructure and systems in support of operational requirements as well as the implementation of new projects and technologies. The role also provides technical advice and recommendations on matters relating to ICT systems deployed by Agilisys.

Specific duties

• Telephony - On Premise, Hosted, Internet based (Cloud) & Voice routing protocols - Implementation, development maintenance & support 


• Voice Specific advice, project and consultancy


• Delivery of services provided in accordance with performance requirements and in line with resolution times against KPIs and SLAS


• Provide appropriate responses to incidents, service requests and change requests


• Managing customer expectations including feedback to and from customers


• Own and ensure that system administration and status monitoring processes are maintained and followed


• Develop and maintain routine maintenance processes and ensure that they are followed and completed on schedule


• Maintain system records and high-quality documentation in accordance with Agilisys policies and processes


• Updating, patching, and hardening of managed systems in accordance with policies and schedules


• Liaising with external suppliers regarding faults, enhancements and all complex matters arising that may impact the service being offered to the client to ensure resolution within agree timescales

Opportunity

This role is an excellent platform for experienced Contract Voice Engineers to join a very established Managed Services team, so we need only dynamic candidates that can work alone, as well as part of the team, ideally having extensive knowledge and hands-on experience with 8x8 Cloud Telephony, VCC/Backoffice, MITEL MSL & 3300 systems.

ABOUT YOU

The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

The Ideal Candidate

• Design, configure, and deploy voice communication systems, including 8x8 Cloud, MITEL MSL, physical 3300 controllers and associated routing protocols.


• Develop and implement voice network strategies to support business requirements.


• Ensure seamless integration of voice systems with existing IT infrastructure.


• Hands on LAN, WAN, WiFi and Cloud networking and administration (Desired)


• Network Monitoring/Network Troubleshooting / Diagnostics


• Voice - 8X8 Cloud Telephony, MITEL (Desired), SIP


• Managing multiple priorities and competing workloads


• Critical thinking


• Problem solving


• Attention to detail


• Technical & report writing


• Meeting management and facilitation


• Excellent communication and customer interaction skills


• Flexible in approach to working hours and tasks

WHAT WE CAN OFFER YOU:

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.


PROCESS

Simply submit your CV.

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [email protected] – but please note that this means we will no longer consider you for the role you have applied for.

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.