Technical Management Professional

2 weeks ago


Perth, Australia BT Full time

Technical Management Professional

**Job Req ID**:15630**Posting Date**:05-May-2023**Function**:Engineering**Location**:Perth_, Australia**Salary**:Competitive- About the role

The role holder is required to effectively handle the delivery and support of IPT solutions for the IPT Global Hub.

Within Service Delivery, he/she will take ownership to handle the delivery of large volume for higher complexity solutions for the unit. He/she enables solutions to be delivered at maximum efficiency and profit through efficient management of assigned resources during deliveries, enabling the production of configuration scripts, planning packs and remote configuration/support for IPT solutions within standard template designs as per BT security standards at least cost. He /she enables delivery of a fully working solution within scope of responsibility.

Within Service Assurance he/she will provide 3rd line support for reported incidents, using their expertise to diagnose cause of failure and implementing a resolution remotely or with assistance from the appropriate agent within agreed timescales. They will take ownership of incidents during resolution, keeping all parties regularly informed of progress.
Your accountabilities
- Provide technical support and coach team members in the vendor / technology areas.
- Provide technical ownership within the agreed boundaries of the job.
- Own escalation and provide technical solutions to the customer’s satisfaction.
- Attend customer meetings to review provision/repair of solutions.
- Evaluate new products and assess training requirements ready for launch.
- Meet contracted SLA requirements and expectations during delivery and incident.
- Capture all revenue opportunities for BT through effective management of customers and account teams.
- Actively contribute to the productivity and performance improvements in line with team targets.
- Constructively work together, sharing ideas, knowledge and resources to move the business forward.
- Empathise with customers, anticipate their needs and balance solutions against commercial requirements.
- Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value.
- Carry out duties in line with the Job Standards and Personal Objectives.
- Delivery Specific
- Manage the delivery of large projects to enable delivery at least cost
- Ensure that all teams are aware of the processes and follow them to avoid future escalations.
- Maintain a Demand & Capacity plan for the delivery to make efficient use of resource
- Manage a matrixed team of people to deliver solutions
- Own and deliver solutions on multi-matrix solutions using multi-vendor devices
- Assurance Specific
- Provide rapid and accurate diagnostics within agreed SLAs
- Undertake analysis and investigation within area of responsibility for Problem Managers
- Provide 24hr support through agreed rota for customer networks
- Identify and recommend changes to improve reliability/performance
- Pass knowledge down to 2nd line teams to continually enhance ability to resolve at least cost
- Qualification
- CCNP Collaboration
- CCIE Collaboration (preferred)
- Technical experience
- Cisco Call Manager : add/remove phones, configure user account, translation pattern, route pattern, IPMA, CTI ports, CTI route point etc.
- Cisco Unified Contact Center Express : setup new team, add/remove agent, supervisor, historical reporting access
- Cisco voice Gateways : configuring new gateway, add/modify/remove translation rule, dial-peers, SRST configuration etc.
- Signaling Protocols MGCP, H323, Skinny, SIP : Basic to intermediate knowledge of protocols, one should know commands to be used while troubleshooting
- Contact Center Enterprise (UCCE) - MACD level
- People skills
- Relevant professional experience.
- Proactively maintains skills and knowledge in line with product/solution development
- Experienced and competent in own area.
- Shares own expertise with others.
- Provide guidance and support to others in the form of coaching and training
- Able to plan deliveries to maximise efficient use of resource and deliver at lowest cost.
- Completes own role independently or with mínimal supervision/guidance.
- Has developed specialist knowledge in at least one area.
- Applies knowledge/skills to a range of standard and non-standard activities.
- Interprets client needs, assessing the full requirements.
- Identifies solutions to non-standard tasks/queries.
- Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role.
- Commercially aware and balances customer needs against contractual/financial boundaries managing exceptions appropriately
- Experience required

6+ years of mandatory experience with Cisco Unified Communications solutions and Cisco Unified Contact Center Enterprise

**About us**
- BT is part of BT Group, along with EE, Openreach, and Plusnet.- Millions of peop



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