Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Our business customers require fully converged services that allow them to simply communicate with their customers to be more successful than their competitors and drive revenue within their own markets. Competition in the Consumer market is fierce, with the ability to switch to competitors extremely easily.

Service experience is a differentiator that puts us ahead of our competitors. As a Service Specialist you will be the technical product lead across multiple BT cloud products globally. As client interface you will work with some of BTs major customers as a key interface to understand and delivery their service requirements.

You'll have the following responsibilities

Technical leading for named client accounts – directly supporting the named client to investigate and resolve complex voice networking and service-related issues

Regularly interacting with the named client, including face to face, to report on service performance, to understand their needs, identify areas of improvement within BT, and champion Service Improvement initiatives

Driving awareness of the client’s solution, issues and requirements through the wider voice team

Enhancing BTs support capabilities by upskilling the Level 2 and Level 3 teams

Being the technical lead resolver for the client’s complex cases, sharing knowledge to the wider team to enhance BT’s support capability

Bridging the gap between the client, BT Product Management, Service Delivery and Service Assurance teams

Acting as a technical ambassador for the company and providing expert technical consulting to customers at a platform and/or overall solution level

Providing additional technical support to the Level 2 team for general voice support issues

Supporting the Level 2 operational team by assisting with tooling and system issues, where possible, use CI methods to develop tools to ensure they are fit for purpose and adding value to our operation

Monitoring and managing performance against team and network Key Performance Indicator’s (KPI’s) and Service Level Agreement’s (SLA’s) targets relating to all provision or incidents

Providing technical assistance, guidance, mentoring and coaching to the Level 2 teams across Global Voice

Leading on key project areas

Advising on Operational requirements for key pieces of work impacting Voice operations

Producing documentation covering tooling, process, diagnostics etc where required

Supporting Centre Manager in operational effectiveness of service centre.

You'll have the following skills & experience

Expert voice technical skillset: ability to resolve complex technical issues and to simplify and summarise communications around those to a varied audience.

Product Knowledge: understand SIP/RTP/TCP/UDP/IP/ISDN/C7/SS7 protocol decode skills and have high level knowledge of RFCs and other relevant standards.

Understanding of multiple voice network infrastructures: to identify problems and implement changes so that the data remains effective for faulting customer issues.

Advanced client management skills: ability to present face to face and remotely to major clients

Advanced stakeholder management skills: driving for process and product related improvements across the value stream

Ability to identify and prioritise opportunities: to add value, improve processes, techniques, configurations etc and to drive those through engagement within the team and across the business.

Analysing trends and provide feedback to management: at the start of each month the demand of work on the team is downloaded and analysed and relayed to management

Ability to offer constructive criticism: to critique and improve client service migration plans, BT processes, tools, techniques and the overall support environment.

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About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!