Engineering Manager

　　Job Req ID: 28500

　　Posting Date: 22 Jan 2024

　　Function: Software Engineering

　　Location:

　　Bellandur Village, Varthur Hob, Bengaluru, India

　　Salary: Competitive

　　Why this job matters

　　BT Cloud Contact Cisco – is based on Cisco Unified Contact Centre (UCC) technology, supporting voice and data over a single, converged IP network to enhance and extend contact centre capabilities.It combines Cisco technology with our extensive operational expertise, offering advanced skills-based routing, CRM and computer telephony integration, service IVR and multimedia as part of a centralised, virtual contact centre solution. BT Cloud Contact Cisco offers a combination of customised integration, reliability and security over a leading-edge global network

　　You will be joining a key technical team who are the subject experts on upgrading the Cloud contact Cisco component parts This is a technical role in a demanding and evolving area involving substantial weekend work

　　This role will contribute to ensuring that the CCC customers and platform are kept in support and contribute to ensure that maintains robust security and governance standards within BT.

　　What you’ll be doing

　　• Work using CI principles to support GCS achieving BQF role model

　　• Accountable :You will be responsible for BT CCC customer's Platform upgrade works which include Cisco CC/UC components and VMWARE upgrades.

　　• Accountable: The upgrade program has been running throughout the year during weekends, you will be part of the upgrade work.

　　• Standard hyper care support on weekdays.

　　• You will be responsible Run and protect BT CCC customers.

　　• Prepare upgrade playbooks and Impact analysis documents and review them with internal stakeholders.

　　• To be responsible for building and enhancing a mutually beneficial customer relationship.

　　• In-depth “route cause analysis" and implementation of appropriate action.

　　• Facilitates the effective and timely resolution of any significant service-related matters.

　　• Facilitate communications with customers regarding technical matters.

　　• Update knowledgebase and standard operating procedures

　　• Build strong relationships with service contacts and decision-makers at each named customer.

　　• Facilitate customer experience testing, as required where potential impact on customer experience is identified by the group that owns the respective change.

　　• Compliance Certification - contribute to BTs security framework of the service, for example Architecture Conformance Forum (ACF), Security Policies (SecPol) IT General Controls (ITGC), General Data Protection Regulation (GDPR) and ISO27001.

　　• Maintain documentation, knowledge share and train other team members.

　　Skill you need

　　• Mandatory: Knowledge of Cisco UCCE/HCS Deployment models

　　• Mandatory: Knowledge of Cisco CC(ICM/CVP/Finesse/CCDM/CUIC) and UC (CUCM and Unity) upgrade skills, Minimum 5 years of experience in contact center upgrade-related work.

　　• Mandatory: Knowledge of Cisco UCS C servers and VWMWARE.

　　• Mandatory: Knowledge of the contact center integration to 3rd Parties such as CRM/Third-party IVR applications and Gadgets.

　　• Mandatory: Knowledge of Windows and SQL upgrades

　　Our leadership standards

　　• Solution Focused Achiever, you translate strategy into ambitious goals, outcomes and timelines. You provide solutions to complexity. You deliver and coordinate activities and respond positively to challenges.

　　• Customer Champion, you take ownership for brilliant customer experiences and create plans that deliver on customer expectations. You understand the customer's needs and challenges and look for opportunities to create a brilliant customer experience.

　　• Team coach, you create a high performing culture in your business unit, engaging teams and championing coaching and development. You contribute to a high performing culture, empowering others through coaching and development.

　　About us

　　BT is part of BT Group, along with EE, Openreach, and Plusnet.

　　Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

　　We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

　　We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

　　This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

　　A FEW POINTS TO NOTE:

　　Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

　　DON'T MEET EVERY SINGLE REQUIREMENT?

　　Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.