Telecommunications Specialist

6 months ago

Derby, United Kingdom DHU Healthcare Full time

Job Introduction
**Telecommunications Specialist**
**Derby**
**£50,056 - £57,555 per annum**
**37.5 hours per week** DHU Healthcare is a ‘not-for-profit’ community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We care for patients across the West and East Midlands - a population totaling around 14 million. As a socially conscious organisation, we provide compassionate, high-quality care to our patients and offer a supportive work environment to our 2,500 DHU employees. If you would like to find out more about us, you can visit our website at Our profile: DHU Healthcare.
**Values, behaviour's, and principles**
We are always:

- ** Compassionate** - we show kindness, consideration and understanding in everything we do - and demonstrate our caring nature to our patient, people, and communities.
- ** Accomplished **- we are available day and night - a response, adaptable, professional NHS partner, providing the best advice, care, and treatment for every individual.
- ** Respectful **- we recognise the value that individual and team difference bring - welcoming views, listening, being honest, and learning from others’ experiences.
- ** Encouraging **- we believe everyone matters, so we inspire confidence in other - promoting ‘speaking up’, fostering career-long learning and development, and supporting improvement ideas.

**Responsibilities**:

- Hold the ‘Telecommunications Technical Design Authority’ for DHU Healthcare.
- Provide Subject Matter Expertise (SME) to Projects and Programmes of work that require telecommunication support or components.
- As part of agreed incident management processes, be the senior operational escalation point for all telecommunication incidents.
- Be the lead investigator for all telecommunication related Serious Incidents (SI).
- Provide technical sign-off of all telecommunication changes across the DHU estate.
- Provide assessment and evaluation of all telecommunication technology implementations and proposed modifications to the estate.
- Be the operational lead for management of 3rd party telecommunication providers; ensuring raised incidents are resolved within contractual SLA.
- Support and, where necessary, deputise for the Head of IT and Telecoms in regular service review meetings with 3rd party telecommunication providers.
- Be the operational owner of the Telecommunications Risk Register; being accountable for keeping it up-to-date and escalation of significant risks as identified.
- Analyse and evaluate telecommunications performance and make recommendations for change to existing configuration.
- Ensure appropriate monitoring and alerting of critical telecommunication infrastructure is in place to support both operational and service owner needs.
- As required, be part of the IT rota for on-call escalation of incidents.
- Be a member of the IT Change Board and SME for telecommunication related change.
- Lead on internal service reviews with key service and stakeholders.
- As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements.
- Any other reasonable duties as required from time to time.
- Support and advise best practices regarding the integration and interoperability of NICE CX and the NICE WFM platform.

**Essential Skills**:

- Significant (greater than five years) experience of direct technical management of complex telecommunications platforms within a healthcare or ‘critical service’ setting.
- Significant experience of direct configuration and support of SIP and DPNSS signal protocols.
- Experience in the configuration and delivery of complex telecommunication platforms
- Experience of managing 3rd party providers in the resolution of incidents and effective problem management
- Knowledge of unified communication technologies and associated networking standards such as TCP/IP
- Car & Driving License to facilitate travel between DHU sites to support telecommunications platforms as required.
- Ability to work under pressure to by the minute requirements for service continuity.

***
**Desirable Skills**:

- Experience in the configuration and support of NICE CX Contact Centre platform.
- Experience in the configuration and support of Mitel Contact Centre platforms
- Knowledge of integration best practices between common contact center technologies and the Microsoft software stack

**In return, we can offer**:Joining DHU means you will receive some great benefits. This will include access to the NHS pension scheme - alongside a generous annual leave allowance that grows with your length of service or recognises your existing NHS commitment. We provide an incremental sick pay scheme and family friendly policies like maternity and paternity pay that match the NHS offer, alongside working enhancements including an additional 30 - 45% of annual salary for unsociable

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