Cloud Communication Service Specialist

Job Req ID:  4924
Posting Date:  31-Dec-2022
Function:  Cloud

8951 Cypress Waters BLVD., Dallas, United States

Salary:  Competitive

Title: Cloud Communication Service Specialist

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

Our business customers require fully converged services that allow them to simply communicate with their customers to be more successful than their competitors and drive revenue within their own markets. Competition in the Consumer market is fierce, with the ability to switch to competitors extremely easily.


Service experience is a differentiator that puts us ahead of our competitors. As a Service Specialist you will be the technical product lead across multiple BT cloud products globally. As client interface you will work with some of BTs major customers as a key interface to understand and delivery their service requirements.


What I'll be doing - your accountabilities

  • Technical leading for named client accounts – directly supporting the named client to investigate and resolve complex voice networking and service-related issues
  • Regularly interacting with the named client, including face to face, to report on service performance, to understand their needs, identify areas of improvement within BT, and champion Service Improvement initiatives
  • Driving awareness of the client’s solution, issues and requirements through the wider voice team
  • Enhancing BTs support capabilities by upskilling the Level 2 and Level 3 teams
  • Being the technical lead resolver for the client’s complex cases, sharing knowledge to the wider team to enhance BT’s support capability
  • Bridging the gap between the client, BT Product Management, Service Delivery and Service Assurance teams
  • Acting as a technical ambassador for the company and providing expert technical consulting to customers at a platform and/or overall solution level
  • Providing additional technical support to the Level 2 team for general voice support issues
  • Supporting the Level 2 operational team by assisting with tooling and system issues, where possible, use CI methods to develop tools to ensure they are fit for purpose and adding value to our operation
  • Monitoring and managing performance against team and network Key Performance Indicator’s (KPI’s) and Service Level Agreement’s (SLA’s) targets relating to all provision or incidents
  • Providing technical assistance, guidance, mentoring and coaching to the Level 2 teams across Global Voice
  • Leading on key project areas
  • Advising on Operational requirements for key pieces of work impacting Voice operations
  • Producing documentation covering tooling, process, diagnostics etc where required
  • Supporting Centre Manager in operational effectiveness of service centre


Skills required for the job

  • Expert voice technical skillset: ability to resolve complex technical issues and to simplify and summarise communications around those to a varied audience.
  • Product Knowledge: understand SIP/RTP/TCP/UDP/IP/ISDN/C7/SS7 protocol decode skills and have high level knowledge of RFCs and other relevant standards.
  • Understanding of multiple voice network infrastructures: to identify problems and implement changes so that the data remains effective for faulting customer issues.
  • Advanced client management skills: ability to present face to face and remotely to major clients
  • Advanced stakeholder management skills: driving for process and product related improvements across the value stream
  • Ability to identify and prioritise opportunities: to add value, improve processes, techniques, configurations etc and to drive those through engagement within the team and across the business.
  • Analysing trends and provide feedback to management: at the start of each month the demand of work on the team is downloaded and analysed and relayed to management
  • Ability to offer constructive criticism: to critique and improve client service migration plans, BT processes, tools, techniques and the overall support environment.


Experience you would be expected to have

Desirable but not essential:

  • Fixing technical issues and problem solving while implementing long term improvements targeted at root cause.
  • Continuous improvement methods that drive on-going improvements to process and service.
  • Communicating effectively with customers to understand their needs and interpret into SMART objectives
  • Data Analytics
  • Stakeholder Management
  • Supplier Management
  • The Telecommunications Industry



BT offers a superior global and diverse culture that fostes 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..