Telephony Lead

Job Description

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