Why this job matters Global Cloud Solutions Our team plan, design, develop, test, maintain, support and deliver BT's Cloud Contact platforms and services, underpinning the BT Global Services cross-portfolio strategy and the Cloud Contact product family. We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience The role holder will provide industry leading customer service and support to our customers. The role holder will be part of a team of 3rd line support engineers who support a variety of contact centre solutions. These solutions vary from single-site customer premise systems, to multi-site (and multi-country), corporate voice and virtual contact centre solutions. The role holder will interface to customers at various levels, but in particular will establish and develop relationships with customer's key technical contacts in order to help resolve tickets The role holder will, as an acknowledged expert in designated areas, provide technical consultancy to internal and external customers. The role holder will be responsible and accountable for our customer's satisfaction in addition to resolving incidents within the defined Service Level Agreements. What You'll Be Doing You will provide world class service standards for International business customers with in scope platforms through the delivery of agreed quality of service targets and key objectives. Work proactively to minimise customer service impacts and incidents. You'll be: Living the BT values and using the BT behaviours every day Managing major customer service issues proactively and reactively within SLA. Provide Root Cause Analysis and own appropriate plans. Own 3rd line platform and service issues, driving for resolution when required with other 3rd parties, across GCS and beyond. Accountable for the performance and stability of all supported Cloud Applications. Embrace CI methodologies and process , contribute to improvements across GCS and beyond. Investigating, advising and adopting technical and process improvements and enhancements to improve the performance and customer satisfaction of in scope platforms and services. Join the Technical On Call rota Skills Required For The Job Knowledge of Cisco UCCE/HCS/WxCC/WxCE Knowledge of LAN/WAN, TCP/HTTP load balancers, firewalls, switches, routers etc. Knowledge of relevant BT processes including ITIL processes. Communication and team-working skills. Experience in management of a team of experts. Awareness of the PTT regimes, technical requirements, organisations and processes. Awareness of regulatory issues. Experience in handling a diverse customer base. (Global Customers) Knowledge of Standard application software like Microsoft Office and e-mail systems. Mandatory: knowledge of Cisco UCCE/HCS/WxCC/WxCE Mandatory: Knowledge of LAN/WAN, TCP/HTTP load balancers, firewalls, switches, routers etc. Mandatory: Knowledge of relevant BT processes including ITIL processes. Mandatory; Communication and team-working skills Experience you would be expected to have Minimum of Associate but preferably Professional or Expert in CISCO Contact Centre qualifications. 3+ years' experience in CISCO product and Service. MANDATORY Experience and active contributor to a CI Silver Accredited team. PREFFERED. Consultancy experience in a problem-solving MANDATORY. Experience in managing complex workloads to time constraints. MANDATORY The Skills You'll Need Troubleshooting Infrastructure Configuration Debugging Continuous Improvement Application Performance Monitoring & Alerting Release Management Programming/Scripting Operating Systems IT Security Cloud Computing Data Analysis Agile Methodologies Software Testing Continuous Integration/Continuous Deployment Automation & Orchestration Incident Management Decision Making Growth Mindset Inclusive Leadership Our leadership standards Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best. About Us BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. As Philip Jansen, our CEO, says 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it. A FEW POINTS TO NOTE: Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. DON'T MEET EVERY SINGLE REQUIREMENT Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.