Voice Analyst

Voice Analyst

Voice Analyst / Wolverhampton or Chatham / £30,000- £40,000 & 15% bonus / Hybrid working 

Voice Analyst required to work for a well respected, multi award winning and successful financial services business to help them on their continued growth curve.

If you are looking to work for an organisation where you can grow and develop, receive great benefits including a bonus up to a 15% that actually pays out, contributory pension, health, private medical insurance and a shorter than normal working week then look no further!  The company also champion mental health and well being, offer a flexi time scheme and have a lovely, collaborative working culture.

Hybrid working is also on offer  – 3 days on site, 2 days remote.

This role sits in the Network Team and you will be responsible for supporting communications platforms and policies for the organisation, ensuring performance, call quality meeting service level agreements. You will be maintaining on-premise and cloud based voice communications platforms, this is a technical VoIP network role which encompasses provision, configuration, hardware and software deployment. In addition to reporting into the Network Voice Manager, the holder of the role will also be required to flex their skills between voice and the wider Networks team.

As an escalation point for voice related service escalations, you will be responsible for working within a team of Voice Analysts tasked with maintaining service, developing call flow solutions and administering a mixture of on premise and cloud-based Contact Centre as a Service (CCaaS) solutions. The key purpose of this role is to support BAU activity by ensuring the business has stable, performant and secure voice platforms from a day to day operational perspective.

Other responsibilities will include:

  • Ensuring a smooth and simple process when dealing with live system issues/incidents, maintaining visibility, tracking live issues and working closely with key internal stakeholders
  • Supporting  third party service providers to maintain and implement existing and new solutions
  • Identifying, diagnosing and resolving/escalating technical problems related to voice comms failure / integrity and usage of VoIP hardware and software.

Required Experience:

  • 2 years’ previous experience in a complex corporate IT infrastructure role is essential.
  • 1 years’ previous experience of support the following is essential: on premise and cloud voice technologies.
  • 1 year experience working with 3rd party service providers and vendors – essential
  • 1 years’ experience with VOIP and related network switch configurations is essential
  • Intermediate knowledge of configuration around voice platforms, IVRs, Cisco CUBE, PBX, etc. is desirable
  • Excellent understanding of ITIL, processes, best practice voice configurations, security and custom call flows and IVRs is desirable

Based near Stoke, this position is commutable via the M6 motorway and places such as Stafford, Wolverhampton, Cannock, Stafford, Telford, Burton, West Bromwich, Shrewsbury, Walsall, Stourbridge, Staffordshire, Shropshire, parts of West Midlands

Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK.  If this role isn’t right for you, please still get in touch with us as we may have other roles which may suit you better.

We also offer up to £500 for every successful referral, if you know someone who matches this skill set please let us know.

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Rebecca Westwood

01625 525300 / rebecca.westwood@tiltrecruitment.co.uk