Global Voice Monitoring Professional

2 weeks ago

Birmingham, United Kingdom BT Full time

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Global Voice Monitoring Professional

**Job Req ID**:26549**Posting Date**:28 Nov 2023**Function**:Engineering**Location**:Snowhill, Birmingham, United Kingdom**Salary**:Competitive with great benefits**Why this job matters**
As a valued member of the end to end service team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers.

**Skills and Experience**
- Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
- Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player
- Product Knowledge: understand the products and services that BT provide and how our customers utilise them.
- Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.
- Technical & Driven to upskill: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas
Technical Skills:

- Good knowledge and understanding in protocols such as SIP, SDP and RTP.
- Ticketing, jeopardy management and diagnostics experience.
- Good knowledge of BT Voice platforms, order journeys and operating models/process

**What you’ll be doing**
Within this role, you’ll be accountable for:

- Proactively Identifying Alarms across all Voice Platforms globally
- Troubleshooting Alarms and taking action
- Produce Process documentation for managing alarms
- Proactively identifying and implementing service improvements
- Working to make alarm management more efficient
- Solving complex problems
- Effective demand management and prioritisation
- Identifying and delivering automation opportunities.
- Providing clear and effective communication, upstream, downstream and with customers
- Continuous self-driven development

**Benefits**
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people - whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but - more than that - you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
- 10% on target bonus
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- 25 days annual leave (not including bank holidays), increasing with service
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- World-class training and development opportunities
- Option to join BT Shares Saving schemes.
- Discounted broadband, mobile and TV packages
- Access to 100’s of retail discounts including the BT shop

**A FEW POINTS TO NOTE**:

- Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.**DON'T MEET EVERY SINGLE REQUIREMENT?

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