Customer Solutions Design Specialist (Cisco Webex Contact Centre)

BT Group Manchester, England, United Kingdom

The role involves working with Business customers to understand their objectives and translate them into a design that supports their aims for customer and agent experience.

Locations Considered: Manchester, Leeds, Gosforth, Birmingham and Belfast.
Closing Date: 10/10/2025
Working Arrangement: Hybrid model of 3 days in the office and 2 days working from home.

Job Responsibilities

• Lead on design and delivery of Contact Centre solutions for BT Business Customers
• Provide end-to-end technical solution governance and ownership throughout the pre-sales, design and delivery life-cycles.
• Collaborate with customer representatives to understand business and technical requirements.
• Collaborate with stakeholders throughout the bid life-cycle.
• Support the bid process with concept and proposal preparation, effort estimates.
• Lead initiatives to increase efficiencies in solutions through use of patterns and templates.
• Drive standardization across teams to ensure operational procedures are in place, maintained and followed.

Required Skills

• Decision Making
• Requirements Analysis
• Growth Mindset
• Risk Management
• Solution Design
• Technology Migration

Preferred Experience

• Extensive experience in design, delivery and deployment of voice and contact centre solutions.
• Specific experience of Cisco Webex Contact Centre solutions

Benefits

• 10% on target annual bonus
• BT Pension scheme
• X4 Salary Life Assurance
• Flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays)
• Equal family leave
• Enhanced women’s health support
• 24/7 private virtual GP appointments
• 2 weeks paid carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to retail discounts

BTC is an equal opportunities employer and welcomes applications from all sections of the community. If you’re excited about this role but your past experience doesn’t align perfectly with every requirement, please apply anyway.