Voice Services Manager

University in the East Midlands
£50-56k | Permanent | Hybrid

We are working with a leading University in the East Midlands to appoint a Voice Services Manager to take strategic and operational ownership of its enterprise voice and contact centre services.

This is a key leadership role within Digital Services, responsible for the performance, resilience, security and ongoing transformation of the University's voice estate.

You will:

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• Lead the strategy and roadmap for enterprise voice services
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• Oversee Microsoft Teams Telephony, Cisco Webex Contact Centre and legacy IP telephony
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• Lead the migration from on-premise telephony to modern cloud-based solutions
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• Provide technical expertise across SBCs, VoIP, Direct Routing, dial plans and PSTN/SIP
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• Ensure service resilience during critical periods including Clearing
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• Manage suppliers, contracts and an operational budget of c.£250k
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• Lead and develop a small specialist Voice team
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• Drive continual improvement, security, governance and service performance
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We're looking for an experienced voice/telephony professional with:

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• Strong enterprise voice and telephony experience
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• Experience with Microsoft Teams Telephony and/or Cisco Webex
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• Knowledge of SBCs, VoIP and Teams Direct Routing
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• Proven technical leadership and people management experience
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• Experience managing suppliers and complex IT services
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• Strong stakeholder management and problem-solving skills
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Higher Education experience and ITIL/Microsoft/Cisco certifications are desirable.

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