Senior Uc Cloud Engineer

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

**Role purpose**

**At Colt we are changing the perception of our business and industry sector through power of connectivity. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level.**

**Colt provides world-class network and communications services to information-intensive businesses across Europe, Asia and North America. With local market understanding and global reach - Colt is big enough to deliver and small enough to care.**

As part of the GCA - UC Team, the UC Engineer is responsible for carry 2nd level investigation, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries of Colt’s Unified Communications products (Colt Intelligent Communications, IP Voice Solutions, CCaaS), playing a key-role on KPI annual achievement.

As well as for external customer UC Engineer has to cover the design, implementation and support of Colt internal Contact Center solution based on Genesys Cloud (PureCloud), to be sure the infrastructure deliver a High Quality service to both internal and external Customers, maintaining the platform update with last contact center industry features and trends.

The role requires a person with the technical background knowledge (IP Telephony, SIP Trunks, Contact Center, Networking, etc.), as well as good leadership and communication abilities in order to interact with all relevant stakeholders “Customer technicians, partners and Colt’s technical teams.

**Key accountabilities**
- Take ownership for resolving Customer queries and incidents, as documented in the Work Instructions and for the categories relevant to role and area of expertise. Maintain and develop relevant documentation.
- Coordinate relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries and incidents.
- Build and manage Customer relationship.
- Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.
- Manage own workload effectively.
- Carry out systems checks to confirm service status, configuration and presentation.
- Build a network of contacts within the Colt organisation in order to be able to find a solution to Customer faults or enquiries in a timely manner.
- Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.
- Provide training and coaching to new starters and less experienced team members and/or peers to assist with the on-going development of the team.
- Coordinate and provide input into reports for complex and major incidents for individual Customers.
- Participate and be available to work in the ONCALL shift rota as required. (24/7)

**Other accountabilities (optional)**

**_Additional_**
- Negotiating and agreeing SLAs, OLAs and ensure targets agreed in a underpinning contracts are aligned with SLA’s
- Processes and tools assessment. Provide recommendations to ensure GCA best practices are followed.
- Collaborates with various functions across GCA and proactively recommends solutions for the improvement of overall GCA to improve customer experience
- To work with relevant stakeholders to identify inter
- and intra-GCA strategies/plans
- To identify any key third party partner relationships to supplement and support the excellence of GCA
- To assist the Portfolio and Sales teams to support customer services
- To provide consultancy support to different departments
- Proactively requests other team member’s views and opinions; using this feedback to improve personal / team performance
- Takes action to maintain morale and productivity of geographically distributed teams

**Key performance indicators (financial and non-financial)**
- Net easy Score (NES )
- Meeting Service Level Agreement (SLA) for customer faults
- Improvement on MTTR
- Overall Colt NPS
- Audit and compliance internal and external with no-nonconformity
- Escalation Management & post incident reviews
- Problem management
- Incident reduction_ _
- Customer & Revenue retention

**Relationships and key contacts
- _Sales,C_RM, External customers, Strategy & Transformation,_ _NOC, TAC, Engineering, Product management, Security & Fraud management, GDPR, Project & Programme, Commercial ,

**Role specific requirements**

**Skills & Experience**
- 15+ years of experience in network & customer assurance support in a complex multi-site enterprise environment.
- Has experience in a customer facing role and technically complex environment.
- Previous experience within a Voice Telco / IT Helpdesk environment would be ideal
- Has technical knowledge and/or working experience related to Unified Communications and Contact Center Environments, be familiar with the main