Customer Solution Design Specialist (Avaya)

Overview

In this role you will lead the translation of operational needs into end-to-end Avaya contact centre designs, partnering with architects, customers and delivery teams to shape reliable public services. You will capture detailed requirements, drive design reviews, and ensure solutions are integrated and supportable. You’ll push for consistent technical processes, manage risks, and resolve complex service issues. You will share specialist knowledge to support bids and senior stakeholders, contributing thought leadership. This role sits within BT’s Police & Government Design Team, offering impact at scale in a transformed, AI-enabled, modern services context.

Pay / Benefits

• 10% on target annual bonus
• 25 days Holiday
• Online private GP 24/7 for you and immediate family
• Market-leading paid carers leave up to 2 weeks
• Maternity, paternity and adoption leave – 18 weeks full pay, 8 weeks half pay
• Discounted EE and BT products, mobile and broadband

Responsibilities

• Lead the capture of detailed customer requirements and translate them into practical end-to-end solution designs
• Partner with architects, customers and third parties to agree technical direction, statements of work and delivery outcomes
• Manage design reviews, validation, migration planning and documentation updates to ensure integration and supportability
• Improve design and delivery capability by driving consistent technical processes, identifying risks and resolving complex service issues
• Support colleagues and senior customer stakeholders by sharing specialist knowledge and contributing thought leadership to complex bids

Key requirements

• Strong practical expertise in designing and supporting Avaya contact centre solutions
• Broad understanding of the infrastructure that supports contact centre services, including networking, virtualisation and cloud technologies
• Proven ability to turn complex customer needs into integrated technical designs, manage risk and collaborate effectively with senior stakeholders and delivery teams
• NPPV3 clearance (security requirement)
• Desirable: awareness of Cisco contact centre products and integration with wider environments

• Strong communication and ability to explain complex technical choices clearly
• Ability to collaborate effectively with senior stakeholders and delivery teams
• Conceptual and practical problem-solving
• Avaya contact centre design and support
• Networking, virtualization and cloud technologies in contact centre environments
• Stakeholder management and delivery coordination

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