Telephony Application Manager

As Telephony Application Manager, you will be responsible for the day-to-day ownership, running and improvement of JLA’s telephony applications and supporting services. You will act as the key point of contact between IT, third-party suppliers and operational teams. You will manage incidents and problems through to resolution, oversee configuration and change management, and drive upgrades and enhancements aligned to service needs. You will also maintain documentation and controls to meet operational, compliance and service level expectations.

Key tasks

• Own the operational management of JLA’s telephony applications and supporting services.
• Own configuration management for telephony services (including configuration, integration and user access), ensuring controls and auditability are maintained.
• Responsible for user account management, call flow creation and configuration and system administration.
• Act as the point of escalation for incidents, driving triage, coordination and resolution, and providing clear stakeholder communications.
• Lead problem management for recurring faults, performing root cause analysis and implementing preventative measures.
• Manage change and release activity for telephony applications, including risk/impact assessment, scheduling, testing, and working with the business to provide post-implementation validation.
• Manage third-party suppliers and carriers, including ticket progression, service reviews, SLAs and escalation routes.
• Define and maintain monitoring, alerting and operational dashboards; review trends and drive service improvements.
• Plan and deliver upgrades, patches and enhancements, ensuring minimal disruption and strong change governance.
• Maintain accurate documentation (service guides, runbooks, support processes and knowledge articles) and support ongoing training for IT and operational users.
• Support service continuity and compliance by ensuring appropriate backup, DR and security controls are in place and tested.
• Act as the interface between the business and telephony 3rd parties for issue resolution, roadmap updates and account / product reviews.

Do you have a valid Driving License license?, Do you have experience in Root cause analysis?, * Demonstrable experience administering a telephony platform in a corporate environment

• Practical experience designing and configuring call flows
• Ability to diagnose and coordinate resolution of application/service issues using logs, monitoring and structured troubleshooting
• Experience managing third-party suppliers, including SLAs, escalations and service reviews
• Understanding of access, security and compliance controls for telephony applications
• Strong stakeholder communication skills, able to translate technical issues into clear business updates
• Knowledge of contact centre platform integrations (e.g. CRM integrations).
• Knowledge of IT service management practices (incident, problem, change and release management
• Knowledge of contact centre workforce management, reporting tooling and outbound diallers, * Experience supporting and/or managing business-critical telephony applications or unified communications platforms in a production environment, including user configuration, call flow design and IVR/dialler configuration.
• Hands-on incident management through to resolution, including coordination across internal teams and suppliers.
• Experience delivering changes/releases (planning, testing, implementation and post-change validation).
• Experience producing and maintaining operational documentation (runbooks, knowledge articles and support processes).
• 2+ years’ experience working with cloud-based telephony solutions (e.g. Genesys, NICE, Avaya etc)
• Experience with telephony migrations or major upgrades (e.g., platform refresh, carrier changes, number moves).

Personal qualities

• Calm, structured approach under pressure, with a focus on restoring service and managing risk.
• Strong ownership mindset with a bias for action and follow-through.
• Clear, confident communicator with the ability to tailor messages for technical and non-technical audiences.
• Customer-focused and collaborative, building effective relationships across IT, operations and suppliers.
• Continuous improvement mindset, using data and feedback to reduce incidents and improve service quality.
• Able to challenge constructively and influence decisions with stakeholders and suppliers.

Qualifications

• Telephony/UC or vendor certification relevant to the platform(s) used (e.g. Cisco, Avaya, Genesys)
• We will need you to have a full UK driving licence

Pulled from the full job description

• Referral programme
• Annual leave
• Employee discount
• Sick pay
• Employee assistance programme
• Free parking
• Company pension

Full job description

About our business

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

When you join the JLA family, you’ll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life’s challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.