Service Specialist - Contact Centre Solutions

Title: Service Specialist - Contract Centre Solutions

Location: Dallas, TX

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.

Why Cloud Communication

Our internal Networks unit is responsible for designing, building and running the networks and technology platforms that BT, and our customers, rely on. 
 
Across our fibre, mobile, WiFi and core networks, BT is a connectivity powerhouse, leading the world in the adoption of converged, automated, programmable network technologies.  
 

Bringing together network strategy, transformation, and the modernization of our mobile and fixed network assets - along with direct partnering with Enterprise, Global and Consumer on leading edge, converged services, and experiences – our Networks division designs, builds and runs the technology platforms that BT, and our customers, rely upon every day. 
 
In Networks, we play our part, every day, to make this true.  We are responsible for the heart of BT, making sure our networks stay reliable, resilient, secure, and ahead of changing demands. 
 

Our networks – both fixed and mobile – play an essential role in our 30 million customers’ lives, their businesses, and the economies of the 180 countries we operate in. 
 

We’ve built a team of the world’s best communications technology experts. Our engineers have achieved extraordinary things: constantly upgrading and reimagining the network to stay ahead of the game, innovating using the latest network cloud, AI, virtualization and advanced optical tech to build and maintain our world class global infrastructure. 

• Every year, we file more than 100 new inventions to keep BT, our customers, and the UK at the cutting edge. 
• Thanks to our investments, we were able to satisfy peak demand in our core network of 22.7 Tb/s in 2020, a 30% increase over the same period in 2019.
• In the past year, average download speeds on our broadband network increased by more than 15% despite this huge increase in demand for bandwidth. 
• In the UK, 96 % of people can now receive superfast broadband at more than 30Mbps. 
• On mobile we’ve seen a 36% increase in data usage over the last 12 months, with highest recorded peak on 18th March – a throughput peak of 802Gb/s for Europa League football. 

Every day, we work to give BT customers the fastest, best connected networks there are, supporting truly world class solutions and services. 
 

Put simply, we make the network... work. 

Why this job matters

The purpose of this role is to ensure effective end-to-end management of BT’s Contact Centre solutions services, delivering an improved customer experience. The role holder will focus on individual customers requirements while delivering technical solutions to complex customer raised incidents. By using their expert knowledge of both service and platform the role holder will implement and work to improve proactive monitoring capabilities to enhance the customers contact centre environment. This role will drive improvements by implementing ITIL processes and procedures for the operational functions that underpin the BT’s ability to trade and deliver services to its customers. In doing so, BT also demonstrates compliance with quality standards and industry best practice​.

What I'll be doing - your accountabilities

• Provides technical expertise to support service operations and/or the customer directly by leveraging external and internal relationships, effectively identifying service requirements, designing a service model and communicating and managing customer expectations as required.
• Develops effective working relationships with customers in the development of their service requirements, supporting both due diligence and contract negotiations.
• Owns and delivers the service model and design, demonstrating that it meets customer requirements and is high quality, reliable and flexible.
• Inputs to and supports the implementation of service improvement processes and solutions within their specific function or discipline.
• Identifies and recommends resolutions to issues to minimise service impact and mitigate contractual penalties.

Skills required for the job

• Enhanced Cisco Skills CCNA/CCNP or CCVP certification and experience working on Cisco contact centre infrastructure
• Be agile You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.
• Issue management You conduct a deep review of data and issues to quickly reveal the root cause. You recommend short and long-term solutions to complex problems and follow through to make sure we solve them.
• Improvement focus You coach and empower teams to anticipate and analyse obstacles in work processes. You support them to develop solutions and implement ways to improve processes and make things more efficient.
• Product and service knowledge You demonstrate subject matter expertise in complex, technical infrastructure, products and services. You develop bespoke solutions to meet short, medium and long-term customer needs.
• Customer excellence You empower your team to own service outcomes, removing complexity and resolving service issues. You drive best practice, shared learning and continuous improvement to deliver exceptional end-to-end service.

Experience you would be expected to have

• CCNA/CCNP or CCVP Certificate - Preferred
• Experience in working with Traditional Cisco Router/Switch including BGP, QoS, OSPF, HSRP/VRRP – Mandatory
• Experience in working Cisco CUBE-SP/CUBE-E
  Technical understanding of Cisco Contact Center and Cisco Hosted Collaboration for example
  NAM/ICM/CVP/CUCM/CTI/VVB/CUIC/CCMP/Finesse platform – Mandatory
• Ability to assimilate technical information very quickly and provide rapid resolution steps - Mandatory

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

This opportunity is eligible for an annual bonus, a competitve base salary, comprehensive benefits, and a generous vacation package. 

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 (combination of remote and office work depending if you reside near a BT office). 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.

Relocation support for this position is not currently available.

BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 
 
Existing authorization to work in the United States is required.  
 

Who is the BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..