Voice Network Specialist

7 days ago


Exeter, United Kingdom BT Full time

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

Based on the DCP Customer site (c. 48 People) this role is key to the delivery of the DCP contract. Our Voice Network team ensures that critical blue light telephony services are delivered to our end users. The team conduct visits to sites to resolve incidents and maintain services, requiring a high level of communication, organisational and problem-solving skills. In the role of Voice Engineering Specialist, you will be responsible for the investigation and resolution of Voice related incidents across the estate and emergency control room telephony including 999 and non-urgent call delivery within agreed SLAs. You will act as an escalation point for Voice related queries from internal and external teams interfacing directly with colleagues, customers and 3rd parties to monitor Voice services in a 24x7x365 environment.

The role of Voice Engineering Specialist you will be responsible for the design and technical support of voice network related infrastructure and technical incidents, estimate of technical resources to the projects for voice network changes, performing to the required job standards and delivery in accordance to the agreed goals within the SLA driven environment. You will be the technical escalation point for your voice network team colleagues.

**You'll have the following responsibilities**
- Responsible for providing Voice Network support services for the Devonshire and Cornwall Police Contract ensuring that customer needs are met as per the contractual requirement
- Accountable for accurate and timely recording time spent on support and project activities in the Time Recording System
- Identifying/progressing new business opportunities, service enhancements and development opportunities across the Voice Network services
- Configuration, Support and Administration of the Network and Firewall monitoring toolset
- Estimating, analysing, designing, documenting, developing, testing and debugging new/changes to services to agreed SLAs / KPIs
- Planning, testing and documenting new and existing functionality to defined specifications/ requirements to agreed estimates
- Provision of technical support / knowledge transfer to colleagues when required
- Ensure technical solutions are supportable within contractual SLAs/KPIs and escalate service affecting issues to management in a timely fashion
- Delivering an effective and innovative service that is ISO2Ok compliant which meets BT’s contractual obligations and the needs of the customer
- Identify and implement PIPs/SIPs (Performance Improvement Plans / Service Improvement Plans)
- Identify opportunities to grow the capability across the EMS estate
- Production of Devonshire and Cornwall Police month end reporting to confirm SLA performance, analysis of report set and development of trending data to support or identify improvements and or underlying issues as required
- Available when required to work out of hours either on an overtime or on call basis

**You'll have the following skills & experience**
- ITIL process experience required to deliver the role
- Be responsible for process briefing/training where required
- Monitor & control process performance and compliance
- Reporting aspects relating to your processes
- Must have the ability to gain National Security Vetting clearance to SC level + customer specific extensions, which requires residence in the UK for a minimum of 5 years

**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. Benefits of working for BT in this role include:

- Competitive salary and 10% on-target bonus plan
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Share option and pension scheme programmes
- Flexible benefits to fit around you

**About BT**

BT has a key role in British society, foste



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