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Voice SME - Technical Strategy & Management

Churchill Court, BR1 1DP
Full time

The way people live their lives is changing and technology is making things more accessible, modern and intuitive. Whether it’s supporting digital customer journeys, AI and robotics or the Internet of Things, the future is here and the potential is huge.

At Direct Line Group, we continue to unleash the power of technology to disrupt the insurance market – and our Technology Services team is at the heart of this, working to provide the kind of experience and services that wow our customers.

We are delivering a set of ambitious plans to transform our technology for the future, evolving the systems, platforms and infrastructure that our people use day-to-day. Think agile, think robust, and most of all, think simple. By providing an effortless experience, we aim to stand out from the competition and do amazing things for our customers.

This is an exciting time to join the Technology Services team at Direct Line Group and we’re looking for curious minds, status-quo challengers and critical thinkers who will bring a fresh perspective to our team.

Voice SME – Technical Strategy & Management

This is a fantastic opportunity for a Voice Subject Matter Expert to join Direct Line Group, a market leading insurer based in Bromley.  We’re just 15 mins from Victoria!

Lead, Manage and maintain overall technical solutions integrity of Voice Services

  • Including integration across Voice, applications and the supporting infrastructure
  • Key leadership role in the contribution of Technology strategies, architectures and standards
  • Define Voice technical strategies and standards (aligned to DLG technical standards)
  • Demonstrate excellent knowledge of VOIP, telecoms and Contact Centre solutions
  • As part of a team of 8, reporting to the EUC & Voice Supplier Governance Manager, you will be the sole Voice SME 

Some key focuses will be;

  • Ensure Strategy direction is fit for purpose and meets business and operational readiness criteria
  • Assess the impact of proposed solution architecture on Voice and solutions. Ensure that proposed solutions are aligned with Technology architectures, standards and road maps
  • Validate and challenge 3rd party estimates
  • Provide proactive advice and guidance to support third party suppliers to ensure the delivered solution meets the agreed service and solution design and standards (including security protocol)
  • Acts as escalation point for technical design issues
  • Analyse supplier roadmaps and end of life cycles; assess impact and recommend actions
  • Accountable for the documentation and maintenance of infrastructure designs during  projects
  • On an exception basis provide 3rd level service support (e.g. incident & problem resolution)
  • Provide input to service management processes as required (e.g. availability & capacity management)
  • Ensure there is effective knowledge retention for technical aspects of Voice Services and that there are no single points of failure
  • Provide input to contract negotiations and contract management with respect to technical assurance and project and change activities. Contribute to supplier reviews if required.

Required Skills / Essential Skills

  • Large Contact Centre environments
  • SIP, VOiP familiarity
  • Avaya WFM and WFO

Desirable Skills

  • 10+ years working with Voice technologies

This position may be suited for someone who has worked within the following roles: Voice SME, Unified Communications Manager, Voice Project Manager

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way.

Join us and help us transform the industry we lead

Life at Direct Line Group

Let our colleagues answer your questions and tell you what it’s really like to work at DLG. Visit our discussion hub (https://directlinegroupcareers.career-inspiration.com/app/home/) to find out why Direct Line Group is a special place to work.

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.