Customer Service Advisor

1 month ago


Reading, Reading, United Kingdom Flint UK Technology Services Full time

About this Role
In the UK Secure Design practice at Flint UK Technology Services, we're seeking an exceptional Customer Solutions Design Specialist to join our team. As a trusted industry partner to our defense customers, you'll work closely with internal business units, key stakeholders, and external technology providers. You'll drive the creation of end-to-end Unified Communication and Collaboration technical designs, leveraging robust ICT framework architecture, security principles, and industry best practices.

Key Responsibilities

  1. Capture customer technical requirements and translate them into detailed solution designs in accordance with design methodologies.
  2. Manage and recommend technical direction, determining the optimum solution design for customers.
  3. Review and validate new developments and in-life products, ensuring integration across all aspects and considering the impact on the product roadmap.
  4. Drive the improvement of design and delivery capabilities for end-to-end technical solutions.
  5. Manage customer solution design engagement and statement of work creation, including 3rd party deliverables.
  6. Facilitate senior-level customer relationships through specialist service design expertise and influence customer service strategy and operational decisions.
  7. Undertake customer migration planning and implementation.
  8. Coordinate impact assessments and design documentation updates.
  9. Resolve complex solution and service issues, lead root cause analysis, troubleshooting, and escalation.
  10. Pursue potential risks and implement controls and mitigations, ensuring compliance with industry and company policies.
  11. Deliver thought leadership in complex bids and agree strategic approach as part of customer solution design.
  12. Mentor other customer solution designers, helping improve team abilities as a technical resource.
  13. Champion and share knowledge on emerging trends and changes in customer solution design.

Requirements

  • Fixed voice telecommunications (PBX, carrier class VoIP/IPT, and SIP)
  • Video conferencing
  • Enterprise mobility (4-5G, EMM, MDM)
  • PaaS, SaaS Unified, and telecommunications solutions
Comprehensive knowledge and experience of telecommunication vendor technologies, solutions, and products (e.g., Cisco, Juniper, Ericsson, Nokia, F5, and Palo Alto).Comprehensive knowledge and hands-on experience in designing, configuring, testing, and commissioning complex unified communication technologies.Preferably have professional training and/or accreditations in Avaya technologies (ACIS), Atos technologies (STI), VMware technologies (VCTA), or other industry COTS unified communication technologies.Proven commercial awareness to ensure CAPEX/OPEX costings meet customer requirements.Experience identifying risks, impact, mitigation, and problem-solving in complex unified communication solutions.Preferably working knowledge and experience in HMG MoD compliance and security policies.Self-starter who can work independently with minimal support and guidance.

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