Senior Telecommunications Manager

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.
Document processes, maintain up-to-date technical knowledge, and contribute to the de...