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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 163705
    Company: SCC

    We are SCC – Specialist Computer Centres – Europe’s leading provider of IT services and solutions. Demand for our Data Centre services & Managed Services continues to grow both from existing and new customers creating a real career opportunity for a talented individual to join us at our Birmingham Centre as a Telephony Engineer.


    Key Responsibilities

    • Development and monitoring of daily operations metrics
    • Work effectively with vendors to resolve issues, escalating issues with the vendor as needed.
    • Resolve incidents assigned by the service desk within SLA.
    • Taking ownership of improvements in both technology and processes
    • Monitoring the estate for issues or anomalies and investigating these to resolution.
    • Serve as a liaison between other technical staff, management, users and vendors regarding service requests, change management and other technical matters (including incident management)
    • Manage the delivery of changes to the production environment
    • Responsible for analysing and documenting the current estate, including keeping the documentation current as the estate changes


    Risk & Compliance

    • Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk
    • Drive through identified Risks to closure including reporting of progress against each Risk relating to Messaging environment
    • Ensure full compliance with all Group, Legal and Regulatory requirements and standards
    • Full involvement during Internal / External Audit cycle that are carried out periodically
    • Support remediation of Audit Actions working closely with internal teams as required
    • Management Support
    • Positive and proactive participation within the team and active collaboration with colleagues across SCC as appropriate


    • Determined, can-do attitude
    • Ability to work on own as well as part of a team
    • Meticulous approach, effective written and oral communicator
    • Proven telephony support and Contact Centre Support skills
    • Ability to work in a fast paced, deadline intensive environment
    • Excellent customer service and organisation skills
    • Professional and presentable at all times


    The ideal candidate will be self-motivated with a track record of working with a telephony and contact centre technology stack and an appreciation of support and service transition. Experience of working in a fast paced, dynamic environment with a can-do attitude and able to handle work with multiple customers and projects. Candidate must have experience of working in a large multi-client solution provider with a rapidly expanding customer base.




    • Strong background with core telephony technologies in large-scale deployments.
    • Minimum 3 years’ experience providing support to enterprise level clients.
    • Good working knowledge and experience in an Avaya environment, Knowledge of CM6 or later.
    • Ability to troubleshoot complex, technical, multi-site and multi-disciplinary problems and incidents
    • Ability to work under pressure and to tight deadlines
    • Strong background with Telephony SIP and VOIP networking / communications (Media Gateways, SBCs etc including Contact Centre Technology.



    • Appropriate certifications in core technology platforms (Avaya)
    • Experience of Contact Centre environments including design, troubleshooting and support.
    • ITIL qualification or awareness of the ITIL processes
    • Experience of working in a multi-client solutions provider

    Interested ?
    Then click the response button now !
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