Lead ICT Telephony Unified Comms Analyst - Hays Specialist Recruitment Limited : Job Details

My client operates a high availability Avaya Aura solution, Avaya's core enterprise communications platform supporting a full unified communications and contact centre solution utilizing SIP architecture. This platform operates on a 24x7x365 basis to underpin services to the public, supporting 3,500 unified communications users and 200 concurrent contact centre agents across 6 locations.

Key Responsibilities:

• Ensure all incidents and service requests are resolved/completed within agreed SLAs, passing to appropriate teams or third-party suppliers if necessary.
• Manage change and problem management processes.
• Lead telephony and unified communication projects, upgrades, and migrations.
• Establish and maintain strong working relationships with internal and external customers.
• Create, edit, and develop technical documentation and end-user guides.
• Learn new technologies and understand business challenges.
• Perform other IT-related duties as allocated by IT Team management.

Required Experience:

• Experience with IP Telephony Technology including call routing, contact centre solutions, and reporting.
• Managing IT projects, upgrades, and migrations.
• Knowledge of Avaya products and setup.
• Supporting and troubleshooting LAN and WIFI networks.
• Experience with ITIL processes including Incident Management, Service Request Management, Change Management, Problem Management, and Continual Service Improvement.

This role will be a hybrid role with 2 days from the office in Belfast. Although the role is initially for a 4-month period there is a high possibility of extension. If you're interested in this role, please forward an up-to-date copy of your CV or call me on .

If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk