Job Title

/ Digital Systems Engineer

Department

/ Customer Solutions Hub

Location

/ Sheffield

Duration

/ Permanent

Hours

/ Full time, 9am – 6pm

Reports To / Line Manager

/ Mark Donnelly

Number of Direct Reports

/ n/a

Budget responsibilities

/ n/a

Date job description created

/ August 2017

How to Apply

/ 'Please apply by completing your talent profile with as much supporting information as possible so that you stand out. You can even attach a short video clip of yourself if you what to really show off your personality. Upload a photo and don't forget to attach your CV and include any other information (such as certificates, a cover letter, testimonials etc.) that you think may help.'

This job description is subject to periodic review and amendment as necessary

Job Purpose

/ To work within our Customer Solutions Hub and be responsible for the system administration functions of company platforms, including Bede PAM, salesforce.com, Mitel, New Voice Media IVR Platform, MI/BI Technology and our Dialer systems.

Main Accountabilities and Responsibilities

/ To maintain environments relating to the company contact centre services. This will include design, development and deployment of solutions within the salesforce.com service cloud and other systems used by the contact centre.
To administer a range of platforms that comprise largely of salesforce.com, but includes other systems used by the contact centre. Including the administration of system users and role profiles.
To keep abreast of technical developments of operational importance to company technology, and to participate in developing or setting standards as directed.
A proactive contribution to the ongoing maintenance of the physical and logical infrastructure in a manner that supports delivery of services to multiple platforms, resilience, and performance.
To ensure that systems are documented and kept current.
To undertake administration tasks as required e.g. to support problem resolution.
To support the contact centre teams and the 24/7 group in solving problems and offering solutions.
To build and maintain reports using salesforce.com and other BI/MI software including Power BI and FusionEx Giant.
Work closely with other systems stakeholders around the business including IT, Enracha, BrightGen, Product Owners and Contact Centre Managers to ensure a strategic approach to system changes.
•
Knowledge, Expertise and Qualifications / Ideally educated to degree level, with experience in development and administration of multiple systems in a complex and fast paced environment.
You need to be an analytical thinker who can identify areas for improvement to systems using a wide range of data and insight, with the ability to design and deliver solutions that meet the needs of internal stakeholders.
Experience of working collaboratively with multidisciplinary teams with a focus on delivery in a rapidly changing environment.
Experience of salesforce.com administration and development is a distinct advantage.
Personal Qualities / Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
Strong planning and organising skills including the ability to manage several work streams simultaneously.
Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally.
Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels.
Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
Ability to balance conflicting and changing demands through prioritisation and a pragmatic approach
• Good team player, self-motivated and able to work on own initiative.

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Health and Safety Policy (SP001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.