IT Voice Technologies Manager
Head Office, IT
We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers.
This is the job
What are we looking for?
We are seeking a ‘can do’ technically strong, motivated individual to lead our 6 strong Voice Team.
What will I be doing?
You will be responsible for all AA call delivery, Cisco-hosted telephony, Acqueon automated outbound dialler, Teleopti workforce management, zoom call recording and quality monitoring, Semafone PCI telephony payments and RMG display systems. This role owns the complete suite of contact centre technologies and their integrations with other AA core systems (e.g. Pega CRM, CTI, ID&V). This is a proactive leadership role (managing AA staff and partners) with three key areas of accountability; ensuring high levels of service availability, effective configuration and optimisation of the technologies, and managing and implementing new services through the Voice Technologies development roadmap.
What do I need?
What is my background?
You will have come from an environment where you have supported these and complimentary voice technologies, for an organisation with multiple locations and more than 5000 employees. You have proven problem solving skills and have contributed to delivering significant operational improvements. Ideally you will have led a small team, but the prerequisite is a proven track record of technical delivery for your previous employers.
Why chose the AA?
It is a very exciting time to be joining the AA. We are receiving significant investment as we develop and transform our voice from on premise Avaya to hosted Cisco, and there is a real opportunity to make a difference. This role is highly influential in the direction the AA will take with emerging contact centre technologies and is key to ensure we deliver reliable and performant contract centre technology solutions to our colleagues and customers. You may be a recent engineer looking for a role with a wider scope, or somebody who enjoys the technical aspects but wants greater empowerment to influence the future direction of networks at the AA.
What else is expected of me?
Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.