Call Centre - Technical Director - ACD/IVR Technology

19 Apr 2017
19 May 2017
Contract Type
Full Time

Call Centre - Technical Director - ACD/IVR - Telephony Director - Global role

London or Oxford


£90,000 to £95,000 Per Annum + 20% KPI related Bonus + Director level Benefits


One of the world’s largest and most trusted reservation and travel media sites is looking for an experienced Call Centre, Contact Centre Technical Director, Telephony Director to join a team of talented engineers who are passionate about building a world leading IT infrastructure for the user base’s future needs. This role will focus on the development of Call Centre technology across a global estate encompassing all major regions, APAC, EMEA and Americas. As a Call Centre Technology Director you will partner with the business to apply the latest technology to an expanding environment. You will also be responsible for RFI/RFP process for a new ACD/IVR package to be deployed to the global business. Managing the project to deploy throughout the business and measuring its success.

Main Tasks, Responsibilities and Essential Skills

> Demonstrable expert knowledge of principles, practices and trends in Call/Contact Centre technology

> Experience in managing a large scale RFP/RFI process for the acquisition of a multi-site global telephony solution

> Previous experience in deploying global Call Centre technology

> Experience in managing all aspects of large scale call centre telephony solutions

> Experience in managing multiple global relationships with telephony & contact centre technology vendors/suppliers/3rd parties, including the hands-on management of changes, issues and faults to resolution

> Experience in the management of internal stakeholder relationships and their requirements, globally across multiple and varied brands, locations and operational structures

> Knowledge of Unified Communications, advantages of such and reporting

> Working knowledge of localisation best practice

> Able to understand the need to be dynamic and move quickly in this space, knowledge of outsourcing and agent management in a 24/7 system

> Can develop multiple Enterprise Architecture viewpoints (such as Business, Information, Technical and Solution) and work together with business management to develop solutions

> Outbound/Inbound technologies

> WFM solution



> Agent Skill Queue Management

> Dynamic IVR


> Online Chat

> Social Media Integration

> Working and troubleshooting knowledge of telephony technologies including TDM Voice and SIP

> Experience administering and deploying Asterisk based telephony servers

> Ability to track and report on expenditure, usage and disruptions

> Excellent project management skills in a global theatre

> Ability to work well in a growing multinational team

> Provide onsite and remote application training

Desirable (not essential) Skills

> Networking certification such as CCNA

> Database technologies, SQL, Warehousing, architecture and reporting engines.

> Experience with Windows and Linux OS installation and management