Network Designer

Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours. Why this role matters The role holder is responsible for the deployment and support of CCT solutions within one or more disciplines. He/she provides technical support, resolving escalated technical issues within their own work area. This covers all areas of CCT such as systems and applications software, database management, network services, data and systems security.The role holder should leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role. What youll be doing Key Responsibilities:

• To provide CCT advice and/or professional services to both internal and external clients.
• To provide support on projects, carrying out elements of the research, analysis and/or delivery.
• To provide operational support ensuring KPIs and SLA are achieved.
• May lead on the delivery of specific components of a project.
• To draft reports and discuss recommendations based on research with their manager.
• Share expertise with peers.
• Occasionally provides on the job training to other team members.
• To support the development and implementation of unit policies and procedures.
• May involve liaising with internal, external and third party suppliers.
• To input to cost/timescales solutions/options and manage expectations as appropriate with customer or business unit/LoB teams.
• To personally participate in and contribute to BT wide professional community activities where applicable e.g. knowledge sharing, best practice within BT and external industry.
• To use the relevant BT wide professional community framework to raise their skills and those of their team to the recommended PC standards.

Well also need to see these on your CV Qualifications:

• Typically engineering/science degree or has served a technical apprenticeship and obtained NVQ and further education technical qualifications (i.e. HND).
• May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.

Skills/Experience:

• • Demonstrates competence in own area and may still be acquiring higher level skill.
  • Typically works with moderate guidance in own area of knowledge.
  • Deepens knowledge/skills in one area or broadens ability over a variety of skills.
  • Applies knowledge/skills to a variety of standard day to day activities.
  • Identifies unusual technical problems
  • Responds to client requests in non-standard situations, and investigates all the facts.
  • Understands the key business drivers; and uses this knowledge to focus own work.
  • Works to control costs related to own work.
  • Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.
  • Prioritises and organises own work to deliver to agreed deadlines.
  • Probes and listens carefully.
  • Able to present information clearly and in an appropriate style to make technical information clear.
  • Persuades others in straightforward situations.
  • Able to contribute actively in team activities, sharing experience and ideas.
  • Builds productive relationships internally and externally.
  • Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.
  • Should have hands on experience working on at least 4 - 5 Contact centre products as mentioned below.
  Technical Skills Verint V11.x and Verint 15.x WFO suiteWorkforce Optimization Suite:
  • Recording Interactions
  • Scorecards
  • Desktop and Process Analytics (DPA)
  • Interactions
  • Coaching
  • Recorder Platform Analytics
  • eLearning
  • Customer Feedback
  • Workforce Management (WFM)
  • Speech Analytics
  • Branch Forecasting
  • Text Analytics
  Management Services: System ManagementDashboard Management Organization ManagementUser ManagementFramework Layer:
  • Web Services
  • Authentication
  • Mobile Apps
  Speech AnalyticsPCI compliant

Nice Recording/WFM suite Certification/QualificationVerint V15.1/V15.2 Why choose us Were looking for people wholl help us fulfill our future ambitions. And their own. Find out why now is the most exciting time in our historyOur cultureUsing the power of communications to make a better world. What we stand for and how we like to do businessLife at BTFind out more about what makes us tick. See what our people say about what its really like to work here.Find out more Our companyWere the worlds most established telecoms company. We employ over 100,000 people in over 180 countries.Find out more We value different perspectives, skills and experiences. We re creating an inclusive working culture where people from all backgrounds can succeed. That s why we welcome applications from all parts of the community.,

Keyskills :
lansite visiowan on the trainingweb services text analyticsuser management network ser