2nd Line Data Engineering Professional

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function?

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match.  We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

In Technology, we’re creating an inclusive working environment where people from all backgrounds can succeed. We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best.

Why this job matters?

The role holder is required to effectively perform the delivery and support of IPT solutions for the IPT Global Hub.

Within Service Delivery, he/she will take ownership and perform the delivery large volume for higher complexity solutions for the unit. He/she enables solutions to be delivered at maximum efficiency and profit through efficient management of assigned resources during deliveries, enabling the production of configuration scripts, planning packs and remote configuration/support for IPT solutions within standard template designs as per BT security standards at least cost. He /she enables delivery of a fully working solution within scope of responsibility.

Within Service Assurance he/she will provide 2nd line support for reported incidents, using their expertise to diagnose cause of failure and implementing a resolution remotely or with assistance from the appropriate agent within agreed timescales. They will take ownership of incidents during resolution, keeping all parties regularly informed of progress.

What you’ll be doing – your accountabilities:

General

• Provide technical support and coach team members in specific vendor/technology areas.

• Provide technical ownership within job boundaries.

• Own escalations and deliver technical solutions to customers.

• Participate in customer meetings to review service delivery.

• Evaluate new products and assess training needs.

• Meet contracted SLAs in delivery and incident resolution.

• Maximise revenue opportunities through effective customer/account team management.

• Contribute to productivity and performance improvements.

• Collaborate constructively to move the business forward.

• Balance technical solutions with commercial needs.

• Ensure quality of service, value-adding, and innovation.

• Carry out duties in line with job standards and personal objectives.

Delivery Specific

• Manage team performance to meet SSR delivery SLAs.

• Ensure process adherence and prevent escalations.

• Maintain team productivity and fair workload distribution.

• Lead matrixed teams to deliver multi-vendor solutions.

Assurance Specific

• Provide rapid and accurate diagnostics within agreed SLAs.

• Participate in 24/7 on-call rota for 2nd line support.

• Recommend improvements to reliability and performance.

• Mentor other team members to reduce resolution costs.

• Report on WFM and NGCC adherence for all team members.

Business impact

• Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.
• Able to maintain a reputation for quality and delivery of their expertise to the business.
• Assists in the definition of strategy and evolution and associated infrastructure investments for Group/LoB.   
• Responsible for engineering delivery plans for a small project.  

Skills required for the job:

Technical

• Cisco Call Manager, Unity Connection, UCCX, Express & Unity Express

• Cisco Voice Gateways: configuration, translation rules, SRST

• Signaling Protocols: MGCP, H323, Skinny, SIP

• Attendant Console: CUEAC, CUBAC, CUDAC

• Cisco Emergency Responder basics

• 2+ years with Cisco UCCE [ICM, CVP] including scripting and configuration

• ICM, CUIC, VIM user management and call routing

• VOIP architecture, call recording, precision queuing

• Contact centre operational support

• Release management process experience

• Strong problem-solving, analytical and decision-making skills

• Willingness to work in a 24/7 support environment

People Skills

• Strong understanding of procedures and business context

• Shares expertise, coaches and trains others

• Plans and delivers at lowest cost

• Works independently and develops specialist knowledge

• Commercial awareness and cost control

• Interprets customer needs and finds innovative solutions

• Provides concise management reports

• Adapts communication for different audiences

• Builds informal networks and manages internal/external relationships

Experience you would be expected to have:

• Minimum 5+ years' experience in the above skillsets

• Experience managing complex technical environments

• Strong customer management and stakeholder communication

• Experience mentoring and coaching team members

• Ability to identify solutions for both standard and non-standard queries

Key decisions:

• Technical ownership and solution delivery

• Escalation handling and SLA adherence

• Planning and prioritisation of workstreams

• Contribution to strategy, cost optimisation and delivery tracking