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 purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

Our team plan, design, develop, test, maintain, support and deliver BT’s Cloud Contact platforms and services, underpinning the BT Global Services cross-portfolio strategy and the Cloud Contact product family. We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience. 

This role also includes 4th level support, Low Level Designs, Software management and Build for the PCI platforms (live and models). Occasional engagement with the senior leadership teams, internal and external stakeholders and vendors/suppliers. Providing coaching and training and support to all new members of the Global Cloud Solutions team and supporting less experienced engineers. Participation in the resolution of complex faults and outages on the Global Cloud platforms. This role also includes out-of-hours (on-call) 24x7 support for First-line Help Desk.

You'll have the following responsibilities

To lead technical design and or integration activities through to delivery of projects and tasks for their managers or sponsors independently with minimal guidance, typically as part of a wider project/support team

Produce high level designs for specific deliveries suitable for discussion and scope confirmation with senior key stakeholders

Support the team / project manager as a technical consultant, and ensure significant decisions are shared, understood, and the consequences understood by all key stakeholders

Occasionally produce low level / implementation designs, (often after prototyping) to level suitable for implementation by operational teams, and ensure knowledge / Experience transfer.

Provide technical support and guidance to 3rd line operational support teams on complex issues

Provide good quality estimates for all design and delivery work proposed for the team.

Manage quality gates including sign-off of all end-to-end service changes

You'll have the following skills & experience

PCI DSS knowledge: Knowledge of PCI DSS requirements is essential to make sure platform is adhering to the latest changes and annual AoC is obtained. 

Network knowledge: Understand how the CC PCI platform is setup and how the wider CC portfolio can integrate with CC PCI. Knowledge of the Semafone application is also vital. 

Supplier and stakeholder management – Communication to internal and external stakeholders on platform status, change and issue. 

High level of technical understanding and practical design and implementation experience of the following:

- Contact centre technologies.

- PCI-P 

- IP architecture and implementation [WAN+LAN]

- Linux

- Voice over IP technologies [SIP]

- IP and Server security technologies

- Storage Area Networking (SAN)

- Cisco and HP hardware configuration

Architectural design experience across a complex global cloud data and telephony network

Ability to prioritise a demanding workload whilst developing and driving projects for the platform to completion. 

Proficient Computer skills.

Benefits

25 days annual leave (plus bank holidays)

10% on target bonus

Option to join the Healthcare Cash Plan

Pension scheme

Shares Plan

Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.

Discounted BT products

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!