Download Role: Debt Recovery Associate

Role: Technical VoIP Specialist / Application Engineer
Permanent
Purpose:
Provide operational day-to-day support and administration of the IP telephony system in a 400+ seat call centre environment. Operate, support, maintain and administer the
technology, applications, data and processes to improve system availability & performance, reduce system incidents, and improve resilience, failover and business continuity.
Scope:
Support, maintain and operate of all technical and IT aspects of the IP telephony system including: 2nd and 3rd line support, administration of users and workgroups, inbound
lines and internal databases, management of the development environment, implementation of multi-channel communication. Projects include UAT during major upgrades
and new implementations. Liaison with the software provider to fix known issues and implement custom solutions. Reporting to the Telecoms Services Manager but also
working closely with the IT Service Manager, Dialler and Operations Teams.
Keywords:
VoIP Telephony, Contact / Call Centre, Predictive Dialler, IVR, Outbound Campaign, SIP Trunks, ISDN. Software based Dialler: Interactive Intelligence, Altitude Software,
Aspect and Asterisk.
Areas of concentration
Performance measures
Skills & experience
Competencies
Essential:

Operational support of the telephony system

Meets agreed response time

Analytical, methodical and attention
including: system configuration, user and
for queries

Dialler, VoIP, TCP/IP, IVR, CCNA, Voice
to detail
workgroup management, outbound / inbound

Technical support and delivery

Experience in enterprise level Call Centre

“Starter / finisher”
call flow management, license management,
of telecommunications projects
applications - Telecom / PBX System

Methodical and systematic
capacity management, documentation and
(dialler upgrades) on time,

SQL (T-SQL) SQL Query/Database

Commercially driven
BCP.
within budget and to the agreed
including SSIS, SSAS – Intermediate level

Customer facing

Administration of the development, SIT and
standards

Customer Service skills

“Hands on”
UAT environments

Reduce downtime of

Basic ASP, HTML, JavaScript experience

Excellent trouble shooting and

2nd and 3rd line support of the telephony
system/equipment from fault

Proven experience in application support
problem solving
system and database (record problems,
report to resolution

Computer literate

Ability to communicate effectively
known issues, capture logs, report issues to

Achievement of compliance

Office Excel / Word– Intermediate Level
with all levels of the business
software supplier and manage delivery of
controls

Results orientated, focused and
fixes).

Accurate, effective, operational
Preferred but not essential:
organised

Perform patching, systems and integration
data delivered to reporting

Predictive Dialler, Outbound Campaigns

Ability to prioritise and plan
configuration / testing during upgrades and
systems

VoIP environment – SIP, TCP/IP, WAN /
effectively
new implementations

Relationship with end users
LAN, IVR and QoS

Flexible

Analyse and report telecoms usage for
and supplier

Windows Server 2008/2012
capacity management.

Effectiveness of Dialler and

SQL Server (2008/2012)

Development, support and administration of
network technology upgrades

Ability to manage projects
database-related processes (SSIS)

Achievement of personal

ITIL v3 Framework foundation certificate

Support Compliance with legal, regulatory
objectives

CISCO CCNA qualification
and FCA, OFCOM requirements

Following / improve established

Interactive Intelligence (ININ)

Support the business in developing
processes

High volume Contact Centre,
telephony related performance reports
Telemarketing, Call Centre environment
04/08/2017
Additional Information:
The Company (www.capquest.co.uk)
We are a leading consumer debt servicing business currently managing over 1,500,000 accounts per annum, £3+billion of assets under management and returning over
£100million in revenues to our clients. Capquest has been recently acquired by a PLC – Arrow Global and is now part of an enlarged group. Clients include major high
street banks, credit card issuers, Telecoms, mail order and utilities. Our core process functions are inbound/outbound call centre, multi-channel contact and mailings.
Business growth and profitability has been impressive and has attracted substantial private investment of capital to support growth. This is an excellent opportunity for an
ambitious individual to be part of the IT team in a company of 400 employees.
Technology is of paramount importance to our business and we have invested heavily in people, infrastructure, hardware and software. This role has the potential to be a
significant contributor to our IT strategy.
We operate in a significant growth sector and have the financial resources to achieve our goals. We continue to seek out new business opportunities leveraging our core
areas of competence and employ only the best talent into our company.
Our success is based on values of taking ownership, valuing others, thinking innovatively, being approachable, loving success and an overriding desire to exceed client
and investor expectations.
Benefits
The successful candidate will enjoy a competitive salary, 25 days paid leave per year (plus public holidays), defined contribution group personal pension plan (2%
employee/3%Employer) and private healthcare for the employee.
The normal contract hours are 37.5, but given the position of this role the candidate will be expected to work such hours as may necessary to perform their duties.
Other info
Dress code is formal business attire other than Friday, which is smart casual unless employees are meeting external parties or customers.
As a business we can operate evenings and weekends 7 days a week but on a reduced scale at weekends in terms of employees on site.
The Head Office is in Farnborough in Hampshire. We also have an office in Glasgow.
As we work for major financial services clients all our employees must have a clear credit reference and no criminal record. The candidate must also have a valid Driver’s
Licence and current passport
04/08/2017