Global Cloud Solutions Optimise support and change engineer

 Job Description –  Global Cloud Solutions: Optimise Support and change management Job Details     Job title Global Cloud Solutions
Optimise support and change engineer  
Reports to (job)
  Optimise platform manager Business Unit BT Networks Team Core Voice Services Location India
  Job Dimensions Responsible for underpinning £100m of Client revenue e2e ownership of BT's Global Cloud and complex service platforms. Which includes Technology Support for CCng for international voice / multimedia cloud contact service across 180+ countries. Hours Full time
Shift pattern to cover 24 x 7 x 365 Direct Reports Number of Direct Reports: 0 Role code / Grade E grade Number of dotted Direct Reports: 0   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 Networks
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.
  Why this job matters Global Cloud Solutions
Our team plan, design, develop, test, maintain, support and deliver BT's Cloud Contact platforms and services, underpinning the BT Global Services cross-portfolio strategy and the Cloud Contact product family. We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience
 
  What I'll be doing – your accountabilities Skills required for the job You will provide world class service standards for International business customers with in scope platforms through the delivery of agreed quality of service targets and key objectives.
Work proactively to minimise customer service impacts and incidents.
 
You'll be:

• Owning and Managing all Optimse customer service issues proactively and reactively within SLA. Escalate issues effectively and in good time to ensure customer service is protected.
• Loading of software patches for both application and hardware onto the Optimise platform.
• Follow, organise and implement the Optimise customer change process, leading on ensuring the change process is followed and progressed to ensure prompt delivery of customer orders.
• Investigating, advising and adopting technical and process improvements and enhancements to improve the performance and customer satisfaction of in scope platforms and services.
• Possess the ability to proactively analyse, troubleshoot Optimse issues including co-ordinating between internal BT teams, Verint and the external customer to ensure prompt resolution of customer issues.
• Undertake daily Health check of Recorders and Application servers for their functionalityv
• Work over a 7 x 24 period on a shift pattern

• Living the BT values and using the BT behaviours every day

 
 
 

• Ability to manage stakeholders at all levels – Product owners, customers, vendors
• Verint certified.
• Proficient in the E2E support of in scope platforms, applications and services
• Proficient Troubleshooting the Verint recording, Screen recording faults\issues
• Proficient Troubleshooting the Verint WFM related faults
• Proficient in analysis of the audio\screen recording and WFM logs
• Experience working in co-ordination with Vendors for Verint Product Application support issues
• Experience working in co-ordination with Vendors for Verint Product Application support issues.  

 
 
  Connected leaders behaviours Experience you would be expected to have

• N/A

3+ year's experience in Verint / Optimise services Contact centre services 2+ years PREFERRED)
 
Experience in Change management processes.(2+ years PREFERRED)
 
Experience and active contributor to a CI Silver Accredited team. PREFFERED.
 
 
  Key decisions Decide how to handle the resolution of platform issues, and if not clear raise with manager for additional support.
 
Decide how to handle the resolution of customer issues, and if not clear raise with manager for additional support.