Voice and Contact Centre Services - Team Lead

Team Lead – Voice and Contact Centre Services 

The team leader will lead the Voice and Contact Centre team servicing one of eir Business’s largest dedicated Managed Service customers.

They are responsible for supporting the delivery of stable, secure and high‑quality Unified Communications and Contact Centre services across the organisation. The role combines deep technical expertise in Cisco Unified Communications (CUCM, Unity, IM&P, Gateways) with advanced skills in Cisco Unified Contact Centre Enterprise (UCCE, ICM, CVP, Finesse).

The role provides expert support for Cisco UC platforms, resolves complex voice issues, delivers high-quality changes and improvements, and contributes to the stability of critical business communications.

The engineer acts as a trusted technical specialist—supporting day‑to‑day operations, leading incident resolution, and driving continuous service improvement. Working closely with network, security, contact centre, and service management teams, the role ensures that voice services meet business needs, comply with standards, and provide a seamless experience for users and customers.

Key Responsibilities:

·       Support Cisco Unified Communications Solutions (CUCM, Unity Connection)

·       Support Cisco UCCE solutions including ICM, CVP, Finesse.

·       Build and manage ICM routing scripts including calls flows, logic routing, and failover scenarios.

·       Integrate voice systems with network, security, and collaboration platforms.

·       Patch/Upgrade CVP, Finesse, CUIC, CUCM and gateways according to lifecycle and security requirements.

·       Monitor health of UC/UCCE systems.

·       Respond to and resolve voice-related support incidents across CUCM, UCCE, Unity, Cubes, SIP trunks and SIP providers.

·       Perform root-cause analysis (RCA) for major incidents and implement corrective actions.

·       Adherence to IT Incident, Problem, and Change procedures to ensure availability, security and reliability of the production environment.

·       Participation in and support of major voice projects.

·       Produce high-quality documentation including configuration guides and support material.

·       Assist with capacity planning and platform lifecycle management.

·       Provide on call support 24x7 as part of an on call rota. 

Experience: 

·       Relevant technical experience  / certification

·       A minimum of five years' experience in the ICT/Telco industry.

·       Knowledge and experience of working on Cisco UC

·       Experience in call recording and UCCE would be an advantage.

·       Experience in leading a team.

·       Strong track record of effectively assessing and managing competing priorities.

·       Excellent communication and relationship development skills

·       Highly motivated, strong attention to detail, team oriented, organised.

●        Respond to Contact Centre and Voice-related incidents within agreed SLAs

●        Ensure services are on-boarded in a timely manner and that the wider team is capable of supporting these new solutions.

●        Ensure high-quality, accurate, and maintained technical documentation, runbooks, and SOPs.

●        Ensure change requests are completed within agreed SLAs.

●        Mentor / Develop team competency levels to ensure appropriate skillsets. 

Competency Profile: 

Technical

·       CUCM, Unity, gateways, CUBE, SIP Protocol

·       Skilled in log analysis and interpretation.

Understanding of QoS, routing, switching, SBCs, and carrier SIP

Business

●        Incident Management

●        Customer Focus

●        Results Focus

●        Problem solving

●        Innovation

●        Analysis and Decision Making

People

●        People leader

●        Teamwork

●        Change Management

●        Communication