Job summary
Telecommunications Specialist
Derby
£48,539 - £54,815
At DHU Healthcare, we are committed
to fostering an environment where Equity, Diversity, Inclusion, and a strong
sense of Belonging are not only celebrated but actively promoted. We believe
that every individual, regardless of their background, deserves the right to
access quality healthcare services and to be treated with respect and dignity.
Our commitment to Equity, Diversity, Inclusion, and Belonging is at the heart
of everything we do, from patient care to our organisational culture.
Main duties of the job
As a Telecommunications Specialist,
you will be responsible for providing subject Matter Expertise (SME) and
management of DHUs telecommunications environment and to be the technical
design authority for all telecommunication platforms and associated
infrastructure within DHU Healthcare.
The post holder will participate in promoting and advancing DHU
Health Care CIC, whilst working towards DHUs Values, behaviour's, and principles
We are always:
Compassionate we show
kindness, consideration and understanding in everything we do and demonstrate
our caring nature to our patient, people, and communities.
Accomplished we are
available day and night a response, adaptable, professional NHS partner,
providing the best advice, care, and treatment for every individual.
Respectful we recognise
the value that individual and team difference bring welcoming views,
listening, being honest, and learning from others experiences.
Encouraging we believe
everyone matters, so we inspire confidence in other promoting speaking up,
fostering career-long learning and development, and supporting improvement
ideas.
About us
DHU Healthcare is a not-for-profit community interest
company providing a diverse range of services to the NHS frontline, including
urgent and emergency care, primary care, out of hours services and NHS111. We care
for patients across the West and East Midlands a population totalling around
14 million. As a socially conscious organisation, we provide compassionate,
high-quality care to our patients and offer a supportive work environment to
our 2,500 DHU employees. If you would like to find out more about us, you can
visit our website at Our
profile: DHU Healthcare.
Job description
Job responsibilities
Hold the Telecommunications Technical Design
Authority for DHU Healthcare.
Provide Subject Matter Expertise (SME) to
Projects and Programmes of work that require telecommunication support or
components.
As part of agreed incident management processes,
be the senior operational escalation point for all telecommunication incidents.
Be the lead investigator for all
telecommunication related Serious Incidents (SI).
Provide technical sign-off of all telecommunication
changes across the DHU estate.
Provide assessment and evaluation of all
telecommunication technology implementations and proposed modifications to the
estate.
Be the operational lead for management of 3rd
party telecommunication providers; ensuring raised incidents are resolved
within contractual SLA.
Support and, where necessary, deputise for the
Head of IT and Telecoms in regular service review meetings with 3rd party
telecommunication providers.
Be the operational owner of the Telecommunications
Risk Register; being accountable for keeping it up-to-date and escalation of
significant risks as identified.
Analyse and evaluate telecommunications
performance and make recommendations for change to existing configuration.
Ensure appropriate monitoring and alerting of
critical telecommunication infrastructure is in place to support both
operational and service owner needs.
As required, be part of the IT rota for on-call
escalation of incidents.
Be a member of the IT Change Board and SME for
telecommunication related change.
Lead on internal service reviews with key
service and stakeholders.
As you will expect the organisation may change
from time to time and you will be expected to meet the operational
requirements.
Any other reasonable duties as required from
time to time.
Analyse and make recommendations for quality /
benefit / efficiency improvements; ensuring that implemented telephony
solutions return on investments are supported by appropriate subject matter
expertise.
Support and advise best practices regarding the
integration and interoperability of NICE CX and the NICE WFM platform.
Job description
Job responsibilities
Hold the Telecommunications Technical Design
Authority for DHU Healthcare.
Provide Subject Matter Expertise (SME) to
Projects and Programmes of work that require telecommunication support or
components.
As part of agreed incident management processes,
be the senior operational escalation point for all telecommunication incidents.
Be the lead investigator for all
telecommunication related Serious Incidents (SI).
Provide technical sign-off of all telecommunication
changes across the DHU estate.
Provide assessment and evaluation of all
telecommunication technology implementations and proposed modifications to the
estate.
Be the operational lead for management of 3rd
party telecommunication providers; ensuring raised incidents are resolved
within contractual SLA.
Support and, where necessary, deputise for the
Head of IT and Telecoms in regular service review meetings with 3rd party
telecommunication providers.
Be the operational owner of the Telecommunications
Risk Register; being accountable for keeping it up-to-date and escalation of
significant risks as identified.
Analyse and evaluate telecommunications
performance and make recommendations for change to existing configuration.
Ensure appropriate monitoring and alerting of
critical telecommunication infrastructure is in place to support both
operational and service owner needs.
As required, be part of the IT rota for on-call
escalation of incidents.
Be a member of the IT Change Board and SME for
telecommunication related change.
Lead on internal service reviews with key
service and stakeholders.
As you will expect the organisation may change
from time to time and you will be expected to meet the operational
requirements.
Any other reasonable duties as required from
time to time.
Analyse and make recommendations for quality /
benefit / efficiency improvements; ensuring that implemented telephony
solutions return on investments are supported by appropriate subject matter
expertise.
Support and advise best practices regarding the
integration and interoperability of NICE CX and the NICE WFM platform.
Person Specification
Qualifications
Essential
- Significant (greater than five years) experience of direct technical management of complex telecommunications platforms within a healthcare or critical service setting.
- Significant experience of direct configuration and support of SIP and DPNSS signal protocols.
- Experience in the configuration and delivery of complex telecommunication platforms.
- Experience of managing 3rd party providers in the resolution of incidents and effective problem management.
- Knowledge of unified communication technologies and associated networking standards such as TCP/IP.
- Car & Driving License to facilitate travel between DHU sites to support telecommunications platforms as required.
- Ability to work under pressure to by the minute requirements for service continuity.
Desirable
- Experience in the configuration and support of NICE CX Contact Centre platform.
- Experience in the configuration and support of Mitel Contact Centre platforms.
- Knowledge of integration best practices between common contact centre technologies and the Microsoft software stack.
Person Specification
Qualifications
Essential
- Significant (greater than five years) experience of direct technical management of complex telecommunications platforms within a healthcare or critical service setting.
- Significant experience of direct configuration and support of SIP and DPNSS signal protocols.
- Experience in the configuration and delivery of complex telecommunication platforms.
- Experience of managing 3rd party providers in the resolution of incidents and effective problem management.
- Knowledge of unified communication technologies and associated networking standards such as TCP/IP.
- Car & Driving License to facilitate travel between DHU sites to support telecommunications platforms as required.
- Ability to work under pressure to by the minute requirements for service continuity.
Desirable
- Experience in the configuration and support of NICE CX Contact Centre platform.
- Experience in the configuration and support of Mitel Contact Centre platforms.
- Knowledge of integration best practices between common contact centre technologies and the Microsoft software stack.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
