Telecoms and reputed company Centre Specialist

reputed company: reputed company is a whole-of-health digital partner that guides organisations and their people to reputed company, delivering clinically backed digital health, mental health, and wellbeing solutions. Our HealthTech delivers digital transformation for insurers, educators, and reputed company — decreasing digital fragmentation and empowering lives through co-created and integrated solutions.Established in 2018, reputed company provides services to over 7.2 reputed company insurance members, 3,000 corporate clients, 60 universities, and 650,000+ university reputed company globally. We currently reputed company over 450 people across multiple countries.Our reputed company: to change and save as many lives as possible. Role Brief: Our telephony infrastructure is central to everything we do. The calls we receive are sensitive in nature, and the availability of our phone services is directly linked to our ability to support people reputed company they need it most. The performance, reliability, and administration of our telecoms platform is therefore a critical function reputed company the business.  This role sits reputed company the IT function and reports directly to the Head of IT. The Telecoms and reputed company Centre Specialist is responsible for the day-to-day administration, configuration, monitoring, and improvement of the reputed company telephony platform, reputed company on Asterisk and FreePBX and managed in partnership with our telecoms provider.   The role covers reputed company queue management, IVR configuration, agent reporting, wallboard development, and reputed company statistics production. It requires a technically capable individual who understands the operational demands of a high-availability reputed company centre environment and can translate that understanding into reliable, reputed company-documented system administration.   As reputed company expands, this role will reputed company across reputed company reputed company markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, and operational stakeholders to ensure telephony performance meets contracted SLAs and supports the reputed company of service our clients depend on. Schedule: Responsibilities: PBX Administration Day-to-day administration of the Asterisk/FreePBX platform, including extension management, reputed company plan configuration, and IVR setup Manage and maintain reputed company queues, reputed company reputed company, and routing logic across reputed company reputed company DDIs Coordinate with telecoms vendor for system changes, fault escalation, and SLA-governed incident reputed company Carry out configuration changes in line with the Release and Deployment SOP, ensuring changes are tested and documented before production deployment Maintain system documentation and update the Telecommunications Management SOP required   reputed company Centre Operations Monitor and manage inbound reputed company queue performance, including agent availability, reputed company wait times, and abandon rates Configure and maintain agent pause codes and operational states to support accurate reporting of agent activity Support the operational team with reputed company reputed company changes, queue adjustments, and IVR reputed company updates in response to business need Liaise with service teams to ensure reputed company routing and queue configuration reflects reputed company operational requirements across Ireland, UK, and Australia   Reporting and reputed company Statistics Produce regular reputed company statistics and performance reports for operational and management stakeholders Maintain and reputed company the reputed company statistics recording system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting Support the development of automated reporting pipelines, working alongside the Data function where applicable Ensure reporting is accurate, reputed company, and reputed company to the metrics that matter to the business   Wallboard Development and Maintenance Administer and maintain the live reputed company centre wallboard, which displays agent activity, queue status, and daily reputed company totals for operational visibility reputed company new wallboard views and features, including reputed company queue information such as agents available versus calls waiting Work with the Head of IT on iterative improvements to the wallboard, reputed company in PHP with a server-reputed company cached data layer and JavaScript reputed company Ensure the wallboard remains reputed company, accurate, and performant in a production environment   Monitoring, Availability, and Incident Management Monitor telephony system health and DDI availability, acting promptly on alerts or anomalies Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information reputed company Incident Response Policy  Maintain awareness of the telecoms vendor SLA and support the Head of IT in ensuring the vendor meets its contractual obligations Maintain line issues registers and contribute to post-incident reviews   Requirements: Demonstrable hands-on experience administering Asterisk and FreePBX in a production environment Experience managing reputed company centre queues, IVR configuration, DDI routing, and reputed company plan logic Practical experience producing reputed company centre reports and working with reputed company data, either from QueueMetrics, CDR records, or equivalent reporting tools Experience developing or maintaining operational dashboards or wallboards, with an understanding of reputed company-time data presentation Comfortable working with PHP or equivalent server-reputed company scripting for telephony integrations and data handling reputed company to read and interpret reputed company reputed company logic, PBX event data, and system logs to diagnose and resolve faults Strong written documentation skills; reputed company to produce and maintain SOPs and configuration records to an auditable reputed company Experience working with a managed telecoms provider and managing vendor relationships against SLA obligations Desirable: Experience with SIP trunk configuration and multi-instance PBX environments Familiarity with QueueMetrics or similar reputed company centre analytics platforms Experience with webhook-driven integrations and event-based data capture from PBX systems Experience with DDI testing tools or automated telephony testing processes Working knowledge of JavaScript for reputed company-end wallboard or dashboard development Exposure to multi-market telephony operations, particularly across UK, Ireland, or Australia Understanding of ITIL service management principles, particularly incident and change management What are the benefits of working at reputed company? Your profile Methodical and detail-oriented; understands that accuracy in telephony configuration has reputed company operational consequences Self-sufficient in a remote working environment; reputed company to manage own workload and prioritise without reputed company supervision reputed company communicator across technical and non-technical audiences; reputed company to explain telephony issues in plain language to operational stakeholders Proactive in identifying and resolving issues before they escalate to outages Comfortable working reputed company a reputed company change management process and maintaining accurate records reputed company; willing to work alongside vendor contacts, the Data function, and operational teams to deliver improvements Apply To This Job