Job Advert
Technical Specialist (Voice)
Are you a Technical Specialist with experience within a Contact Centre environment, with knowledge of call centre Voice products and solutions?
Do you have a good working knowledge of Telephony routing via Intelligent Networks?
Are you highly customer focused with excellent communication and interpersonal skills?
Who We Are
As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services
Where We Are:
We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centre. The successful candidate must be within commuting distance to a regional centre to attend if required, and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.
The Role…..
You will provide specialist Telephony Technical support to the NHS 24 organisation for Telephony and Contact Centre solutions, Intelligent Networks and Mobile device management.
The post holder will assist the Telephony Infrastructure Manager to implement change with design input to shape and maintain the voice systems and applications utilised by NHS 24 through the provision of specialist project tasks.
Key Responsibilities:
- Provides real time technical subject matter expertise and support to managers and the wider Technology team to assist with the resolution of complex problems across the NHS 24 telephony estate.
- Provide technical Specific expertise in supporting Voice systems and solutions implemented in the NHS 24’s Telephony solution e.g. IVR’s, Call Recording, Mobile Device Management, Intelligent Network, Microsoft 365 and MS Teams.
- Regular liaison as a technical subject matter expert with external suppliers to ensure effective service delivery and early identification and resolution of any technology related issues across the NHS 24 telephony estate.
- Act as a single point of contact (SPOC) for the Telephony Infrastructure Team which includes being an escalation point for any unresolved issues or faults across the NHS 24 Telephony estate.
- Works in a subject matter expert advisory role to support the implementation of new services, infrastructure, or applications developed either internally or externally to enhance performance or quality.
- Works as subject matter expert advisory role to ensure system / infrastructure upgrades or changes meet the business requirements and ICT objective across the NHS 24 Telephony estate.
- To own short-, medium- and long-term planning activities of Voice services and application deliverables.
- Implement changes in a controlled way which will include changes in a live environment to deploy or modify Voice services and applications.
- Maintain up to date records of telephony assets as part of change management.
- Be commercially aware of capital and revenue costs for solutions/changes being implemented ensuring financial authorisation is obtained.
Successful applicant:
- Formal qualification in Engineering at Degree Level or equivalent industry experience in Voice or similar technologies
- Extensive experience in a technical role, within a substantial Contact centre environment.
- Excellent working knowledge of call centre products and Voice Solutions
- Highly customer focussed with excellent communication and interpersonal skills
- Good understanding of Local and Wide area networks specifically Telephony traffic routing
- Proven track record in delivering excellent service under all conditions and a strong desire to succeed
- Well-developed project management skills
- Well-developed diagnostic and analytical skill set and the capability to expand personal knowledge as technology develops
- A high level of PC literacy is required, in all standard desktop packages including MS Teams & Visio.
Benefits:
NHS 24 offers a complete benefits package, with a permanent contract on Band 7 (£46,244 - £53,789) Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:
- 35 days annual leave (rising to 41) pro-rata
- Development opportunities including study bursaries, e-learning and classroom-based courses
- Enhanced pay for working public holidays
- Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
- NHS discounts on goods and services
- HELP, employee support and assistance
Interested?
Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.