Senior Telecommunications Engineer

Bristow Holland is recruiting for a Senior Telecommunications Engineer to join a growing organisation based in Bury St Edmunds, leading the design, implementation, and management of their cloud-based contact centre and telecommunications systems. This is a fantastic opportunity to play a key role in enhancing customer service through cutting-edge cloud and telephony solutions.

As a Senior Telecommunications Engineer, you will take ownership of the company’s cloud-based contact centre environments, ensuring efficient management, seamless system performance, and the successful rollout of new features. You will work closely with the business to define system requirements, optimise call flows, and support ongoing improvements to enhance the customer journey.

Key Responsibilities:

• Design, implement, and manage cloud-based contact centre and telephony solutions.
• Oversee call flow management, IVRs, and user account administration to ensure seamless operations.
• Work closely with the business to understand requirements and implement solutions that enhance customer service and call handling.
• Plan for company expansion and changes, ensuring the telecoms platform is scalable and adaptable.
• Establish and maintain clear communication and escalation guidelines for critical issues in collaboration with the IT Infrastructure Manager.
• Provide support to staff, troubleshooting and resolving telecommunications-related issues.

Key Skills & Experience:Essential:

• Experience maintaining a cloud-based contact centre environment.
• Strong understanding of call flow management, call groups, and user account administration.
• Knowledge of key telecommunications technologies such as SIP and ISDN.

Desirable:

• Experience with network hardware configuration and management (routers, firewalls, switches, servers).
• Knowledge of Microsoft Active Directory, Windows Server, and Hyper-V environments.
• Familiarity with Gamma SIP Trunk Call Manager.