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What you'll Be doing
- Develop and implement a forward-looking telephony strategy that supports the organisation's One Diligenta objectives, promoting unified and standardised telephony solution across all departments
- Lead the integration of new technologies, such as AI-driven communication tools, cloud-based telephony solutions, and advanced analytic, to enhance the contact centre's operational efficiency and customer experience
- Oversee the installation, configuration, and maintenance of telephony hardware and software
- Develop disaster recovery and business continuity plans for telephony systems
- Stay at the forefront of telephony innovations, evaluating and implementing new technologies that can offer competitive advantages, cost savings, and improved service delivery
- Lead projects aimed at consolidating telephony systems and services, driving economies of scale, and reducing redundancy
- Troubleshoot and resolve telephony issues, working closely with Core IT / Telephony support teams
- Oversee the telephony budget, ensuring it aligns with the financial goals of the organisation and supports the strategic direction of the enterprise
- Provide mentor ship and professional development opportunities to ensure the team stays current with industry trends and technological advancements
- Collaborate with management, staying up to date on industry trends and emerging technologies to ensure telephony infrastructure remains current and competitive
What we're looking for
- Advanced leadership capabilities with a track record of managing high-performing teams
- Working knowledge and experience installing, Upgrading, troubleshooting & maintaining VoIP contact Centre systems (CXOne, CISCO, Genesys, others)
- In-depth knowledge of telephony and contact centre technologies
- End-to-End Telephony Architecture
- Handling a team of Telephony Analyst
- Deep understanding of modern telephony technologies, including cloud-based solutions, AI-driven tools, and unified communications platforms
- Strong business acumen with the ability to align technical initiatives with broader business strategies
- Excellent communication skills, with the ability to influence senior management and promote cross-departmental collaboration
- Strategic thinking with a focus on innovation, cost reduction, and long-term sustainability
