Customer Solutions Design Specialist

Internal Closing Date: 10/10/2025

Locations Considered: Manchester, Leeds, Gosforth, Birmingham and Belfast

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

Why this job matters

You will work with our Business customers, including some of the world's leading brands, to understand their business objectives and translate them into a design that supports their aims for customer and agent experience.

You'll take time to understand your customer's industry and goals and lead them in their journey, whether that is to transform their contact centre to the cloud for the first time or to enhance their existing solution with BT and partner portfolio products.

Additionally, you'll work effectively and collaboratively with other colleagues and teams across BT to ensure successful delivery of the solution.

What you'll be doing

• Lead on design and delivery of Contact Centre solutions for BT Business Customers
• Provides end-to-end technical solution governance and ownership throughout the pre-sales, design and delivery life-cycles.
• Close collaboration with the customer representatives, understanding business and technical requirements.
• Close collaboration with stakeholders, e.g. bid, commercial, project throughout the entire bid life-cycle.
• Supports the bid process with concept and proposal preparation, effort estimates.
• Lead the initiatives in looking for efficiencies in solutions through use of patterns and templates, rather than bespoke requests.
• Drive standardization across teams to ensure operational procedures are in place, maintained and followed as appropriate.

The skills you'll need
Decision Making Requirements Analysis Growth Mindset Solution Design Technology Migration Solution Architecture What we'd like to see from your CV

• Extensive experience in design, delivery and deployment of voice and contact centre solutions.
• Specific experience of One Cloud Cisco

Benefits

Benefits of working for BT include:

• 10% on target annual bonus

• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%

• X4 Salary Life Assurance

• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice

• 25 days annual leave (not including bank holidays), increasing with service

• Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.

• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.

• 24/7 private virtual GP appointments for UK colleagues

• 2 weeks paid carer's leave

• World-class training and development opportunities

• Option to join BT Shares Saving schemes

• Discounted broadband, mobile and TV package

• Access to 100's of retail discounts including the BT shop

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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