Lead Telecommunications Specialist

Job description

Roles & Responsibilities

• Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
• Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
• Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
• Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
• Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
• Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
• Documen...