Voice and Video Analyst

Details
Reference number

440160

Salary

£36,547 - £43,736

National: £36,547 - £39,566 London: £40,717 - £43,736. This role attracts an IT allowance of up to £4,000. The Civil Service pay remit and Acas pay policy will apply.

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Higher Executive Officer

9

Contract type

Permanent

Business area

ACAS - Digital Data and Technology

Type of role

Analytical

Digital

Other

Working pattern

Full-time, Job share, Part-time, Compressed hours

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Any Acas Office with an element of working from home. This post requires regular travel to London as well as occasional travel to other offices. Please be aware that this role can only be worked in Great Britain and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements are available and the balance between home and workplace working is to be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility.

About the job
Job summary

The Acas DDaT Infrastructure team are looking for an experienced Voice & Video Analyst to join them to assist in both day-to-day tasks and responsibilities as well as on exciting new projects and developments.

The key purpose of this role is:

• Support all Voice & Video products and services within Acas' working hours ensuring they remain fit for purpose.
• Work with the Cyber Security and other teams to ensure all Voice & Video products and services conform to the required Government and industry security standards.
• Assist in maintaining, testing, and improving the Disaster Recovery process to ensure Voice & Video products and services can be maintained or reinstated quickly during unexpected system outages.
• To stay informed about the latest developments in Voice & Video technologies and concepts.
• Assist in patching, updating and maintaining the Voice & Video systems in use at Acas.
• Work with 3rd party providers to troubleshoot and fix problems and issues with the Voice & Video systems.

Based on the training and development opportunities provided, and the service needs we would expect an individual to remain in post for a minimum of 18 months.

Job description

As the Voice & Video Analyst for DDaT you will have a wide range of accountabilities which will provide you with a varied and interesting day to day experience. Some of these include:

• Ensure timely resolution of incidents in accordance with the agreed Service Level Agreements for Voice and Video products and services.
• To help identify, manage and resolve problems with all voice and video systems.
• To support and manage required changes through the DDaT Change Enablement process.
• To take a supporting role to identify, propose and implement changes that enhance the performance, security, and reliability of our Voice & Video product, working with the appropriate stakeholders.
• To work with 3rd party suppliers to resolve any performance issues and coordinate any changes required with the Change Enablement process.
• To attend regular service reviews with the 3rd party suppliers.
• To identify service improvements that will ensure the reliability, availability, scalability, and performance of the system.
• To utilise all appropriate monitoring tools available to embed a culture of proactive monitoring, ensuring system reliability, uptime and early identification of issues.
• To assist with the planning and testing of regular patching and software upgrades to ensure the system is cyber security complaint at all times.
• Ensure that all Voice & Video solutions follow security and compliance controls.
• Support project objectives and technically guide projects through to completion.
• Maintain documentation, including technical, reference and advice and guidance, ensuring all is available on the appropriate websites or SharePoint sites.
• To be aware of emerging Voice & Video technologies and assess their suitability for Acas.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we're impartial, so we're not on anyone's side. That means we're working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain's Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

As this is a technical role there are certain skills that DDaT are looking for the successful candidate to possess. Therefore, you must be able to provide examples and evidence of the following:

Technical

Essential Criteria:

• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration (Lead).
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration (Lead).
• You must have experience of troubleshooting and resolving voice related tickets, logged by customers and adhering to SLAs.

Desirable Criteria:

• A basic networking knowledge and understanding of technology related to voice and video platforms, including switches, firewalls, TCP/IP routing, and VoIP concepts (SIP, codecs, latency, jitter, SBC's, etc) would be desirable.
• Acas are using storm, ContentGuru's omni-channel contact centre solution, to manage its public facing voice services, any experience in managing storm is desirable.
• Acas are using Calabrio One as is Workforce Management platform for staff rostering, any experience in managing Calabrio One is desirable.
• Whilst Teams is the primary Videoconferencing tool used in Acas other platforms are used such as Zoom and GoToMeeting. Any technical experience of using and administering common Videoconferencing platforms is desirable.
• DDaT are always looking to improve their security posture across all areas so any experience of implementing best practise security controls and adhering to them is desirable.

Experience

Essential Criteria:

• With many of the Infrastructure team being stretched across multiple deployments it is essential that you can slot into the role quickly by demonstrating your experience and immediately start supporting and contributing towards DDaT's goals and aspirations.
• DDaT staff must regularly communicate with a range of stakeholders, both technical and non-technical, therefore the ability to communicate with different audiences with different levels of understanding is essential.
• DDaT works with multiple technology partners to deliver and manage key services. Therefore, it is essential that the successful candidate can build good working relationships with 3rd party vendors, stakeholders and service providers.
• DDaT has multiple locations across the UK with 4 locations being designated as Helpline offices that need to be managed and supported. Therefore, you will be expected to travel to other Acas sites for preventative, exploratory and reactive activities.

Desirable Criteria:

• Any experience on dealing with and resolving major Infrastructure incidents is desirable.
• DDaT workstreams are delivered using established project management methodologies (typically Prince2 or Agile) so any previous experience of working on technical projects would be desirable.
• Relevant IT Certifications MS 700 / 720 /740 or a desire to get them.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• You must have experience of troubleshooting and resolving voice related tickets, logged by customers and adhering to SLAs.
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration.
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration.

Benefits

Alongside your salary of £36,547, Advisory, Conciliation and Arbitration Service contributes £10,587 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We're big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

• Learning and Development
• Health and wellbeing
• Pension scheme
• Cycle to work scheme
• Interest free season ticket loans
• Volunteering opportunities

Could you ask for any more?

You'll have access to a Life style website, were you'll be able to grab savings over a wide range of products from holidays to your weekly shop.

To find out more please check out

Working for Acas

Things you need to know
Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.

Please click on the 'Apply now' button

As part of the application process, you will be asked to complete:

An evidence-based Statement of Suitability and CV reflecting the essential and desirable Experience and Technical requirements as listed in the Job Description. Your statement of suitability should be no longer than 1,000 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes.

Should a large number of applications be received, an initial sift may be conducted using the:

Lead Criteria:

• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration.
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration.

Candidates who pass the initial sift may be progressed to a full sift of all the above requirements or progressed straight to assessment/interview.

If a large number of applications meet the minimum standard an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift you may be placed at a 'Hold' status for up to 12 months and if we are able to invite you to an interview we will be in touch.

Interview Details

If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place the week commencing 26 January 2026. The interview will be a Technical and Behaviour based interview.

The following essential criteria will be assessed at interview:

• You must have experience of troubleshooting and resolving voice related tickets, logged by customers and adhering to SLAs.
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Microsoft Teams Operator Connect, including security, configuration and administration.
• You must be able to show and demonstrate experience-based knowledge and understanding of managing and troubleshooting Contact Centre solutions, including IVR configuration and platform administration.

The Behaviour which will be assessed is Working Together.

A reserve list will be created for this position, this means that if you have passed the interview, but we couldn't offer you this position, you'll be on a reserve list for 12 months and may be considered for similar positions.

As a Disability Confident Leader, Acas is committed to creating an inclusive recruitment process. If you have a disability and feel that any part of the recruitment process puts you at a disadvantage, we will aim to make Reasonable Adjustments that support your needs where possible. If you require any changes to help you apply:

• Contact Acas HR Recruitment Service via as soon as possible before the closing date to discuss your needs.
• Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need accessibility considerations to enter the building or interview room, for communications or adjustments for testing procedures.
• Find out more about the Disability Confident Scheme and Reasonable Adjustments.

Want to learn more about Civil Service recruitment? You can find out more on Civil Service Careers - including information on Success Profiles, writing a Personal Statement, Artificial Intelligence and what to expect at Interview.

Visa Sponsorship

Please be advised Acas does not have a sponsorship licence so cannot consider sponsoring a visa application or issuing a Certificate of Sponsorship.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : HR Recruitment
• Email :

Recruitment team

• Email :

Further information

If you feel your application has not been treated in accordance with the Code and you wish to make a complaint, you should contact us on in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.

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