Overview

JOB TITLE: Lead Infrastructure Specialist (Telephony Platform)

SALARY: £90,440 - £106,400

LOCATION(S): Leeds, Manchester or Edinburgh

HOURS: Full time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our locations. This role includes participation in a 24/7 on-call support schedule.

About this Opportunity

Join Network Services at a pivotal time of transformation, where innovation, collaboration, and personal growth are at the heart of everything we do.

We’re looking for a Lead Infrastructure Specialist to head up the front and back office telephony platform, part of the Core Infrastructure Platform. This is a senior technical role with strategic responsibility including a large-scale enterprise telephony platform—a critical component of the Group’s infrastructure and future direction.

You’ll help shape and deliver network services that are resilient, secure, and future-ready, while supporting the Group’s broader mission, including its commitment to sustainability and technology modernisation.

As the Lead Infrastructure Specialist for our Telephony Platform, you will:

• Lead a team of Telephony Specialists, providing technical direction, mentoring, and fostering a culture of continuous improvement.
• Design, develop, and integrate enterprise-grade voice solutions, ensuring they are scalable, resilient, and aligned with strategic goals.
• Drive automation and orchestration across voice network processes to improve efficiency, accuracy, and agility.
• Identify and implement opportunities to reduce operating and change costs, enhance delivery precision, and adopt innovative approaches to service and change management.
• Act as a technical authority, bringing confidence and clarity to complex voice solution decisions, ensuring alignment with industry best practices and Group technology policies.
• Ensure people, processes, and platforms are prepared for the future, contributing to the transformation of Networks through DevOps, Agile practices, and enhanced technical capabilities.

What you’ll need

• Extensive experience with large-scale telephony platforms and voice solutions, with exposure to technologies such as Avaya, Genesys, Verint, and RingCentral.
• Proven ability to lead engineering teams, manage risk, and balance service protection with transformation.
• Strong background in automation and Infrastructure as Code (IaC), with proficiency in tools such as Python, Jenkins, Harness, Ansible, Terraform, Docker.
• Excellent communication and collaboration skills, with the ability to influence and engage across technical and business stakeholders.
• Experience in roadmap creation, managing technical debt, maintaining production health, and developing team capabilities aligned to future architecture.
• A proactive mindset for unblocking technical challenges, exploring new patterns, and proving solutions ready for enterprise adoption.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.