Contact Centre Solutions Service Analyst

An exciting opportunity has arisen for a skilled and enthusiastic IT Service Analyst with a Contact Centre Technology background to join Admiral’s Customer Engagement team. This individual will be part of a team who are key in shaping the future of Admiral’s customer contact capabilities and will report to the Contact Centre Voice Services Lead. Ideally you will have a strong track record in production support of a Contact Centre services, extending across cloud-based platforms such as Genesys, and Semafone. You will be familiar with Service Now (or equivalent), ITIL processes, and have a strong interest in Contact Centre as a Service.

Accountabilities:

• Support service lead with service improvement plans for voice services, ensuring that there is ownership across the relevant areas within IT or immediate team.
• Performance and Capacity Management; Track and monitor various solution attributes to ensure services are running efficiently and within licencing limits.
• Supplier Management: build strong relationships with the technical resources from our suppliers to ensure a smooth service path for incidents and change.
• Change Management: Support business change protocols and ensure the protection of the voice service remains a priority with effective testing and documentation.
• Service Monitoring: systematically observe services and components for change and ensure appropriate alerting for failure modes.
• Incident Management: represent voice services in IT War rooms, ensure RCAs are documented by suppliers and support with implementing service changes to avoid future recurrence of incidents.
• Respond to production incidents as part of an escalation process. Assist in troubleshooting and resolve technical issues.

Key interactions:

• • Role reports to Voice Services Lead.
• • All 3rd parties involved with voice services.
• • Multiple areas of IT.
• • Stakeholders to get feedback and provide updates on service issues.

Knowledge and Experience required:

• 2 years+ supporting voice services and voice services 3rd parties.
• Demonstrate leading high profile and complex incidents, dealing with multiple stakeholders both IT and business.
• Strong problem-solving skills: The Service Engineer should be able to troubleshoot and resolve technical issues.
• Strong communication skills: Able to effectively communicate at the right level to different audiences – IT and business.
• Experience of voice service technologies (e.g. Genesys, Avaya, NICE, Verint, PSDN).
• Experience of voice services migration (moving vendors and/or applications).
• Experience with Google DialogFlow and Genesys Cloud nice to have.
• Strong understanding of Contact Centre business operations, customer service and business process management.

Interview Process

There will be a one stage interview process over MS Teams.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

For Hybrid workers (within a 50-mile radius of our Cardiff HQ) there is an expectation to work from the office twice a month (although we are fairly flexible). For remote workers (outside of a 50-mile radius of our Cardiff HQ) there is an expectation to attend the office a handful of times a year when required (i.e big meetings, workshops etc).

You can also view some of our other key benefits here.

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