Senior Support Engineer - Telephony / Call Centre Software

Applause IT
12 Feb 2017
12 Mar 2017
Contract Type
Full Time

Job title: Senior Support Engineer

Location: Manchester Area (home based)

Technologies: Cloud Contact Centre Software / CRM / SQL / SfB / Microsoft Stack

Excellent Salary & package (negotiable dependant on experience)

A Microsoft Gold Application Developer and Silver Cloud Competency Partner headquarted in Australia, recently awarded as winner 2016 Microsoft Partner Awards 'Excellence in Industry and Platform Innovation, now expanding their existing operations in UK/Europe! They have market relationships with leading brand manufacturers in the telecom space, most recently Panasonic UK has announced a special partnership with our client. In 2017 the company is releasing their contact centre solution for Skype for Business and will be working closely with the Microsoft channel.

This position is for a Support Manager for IT Services to join their team leading and delivering services for their Omni-Channel Contact Centre and Telephony Applications solutions into the UK and Europe market. The professional services team duties include help desk support of existing clients and also planning, project management, deployment and training of new sites. They also provide specialist business analyst and pre sales services working in conjunction with the company's internal sales team, resellers and distributors.

The role may require extensive UK travel depending on business needs. The position would suit an engineer with solid experience in the Microsoft stack especially SQL and ideally Contact Centre and/or CRM type business applications. Most importantly you will need to be a self-starter as while you will have an experienced support team to assist you remotely from the Australian offices, initially you will be the company's key technical person within the UK. The role will have the potential to grow in scope and responsibility as the company over time expands its UK operation and client base.

Qualities, knowledge, skills:

*Maturity and responsibility to ensure key SLAs and support ticket progress is monitored and effective

*Ability to plan, organize, and prioritize effectively in order to meet deadlines.

*Assertiveness to drive outcomes and the ability to overcome adversity and resistance.

*Ability to build relationships that create trust, open dialogue, and full transparency.

*Ability to show emotional intelligence in difficult or challenging situations.

*Ability to make decisions based on productivity, and customer satisfaction.

*Demonstrated experience in leading and mentoring support engineers and teams.

Technology & industry experience:

*You have industry experience in deployment and support of enterprise level software applications such as CRM, ERP, Contact Centre solutions, that feature an SQL and Windows architecture

*You have excellent IT skills in the Microsoft stack especially SQL and database type applications and are experienced in configuration at implementation and support levels

*Technical competency on Skype for Business unified communications and any experience on UCMA will be highly regarded

*Ideally knowledgeable on telephony and CTI technologies such as TAPI, CSTA etc

*Ideal if has experience with Asterisk and other cloud based VoiP telephony platforms

*You are able to travel and work away from home when required

*You can assist with pre-sales product demonstrations and consultancy as required

*You will report to the CEO of the UK/Europe operations who is also based out of Manchester, UK.

Salary up to £35k - and you will be based in the Manchester area ideally.