Telephony Application Manager

Job title Telephony Application Manager Function Technology (Application Management) Location Ripponden Reports to Responsible for staff No 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. Role overview As Telephony Application Manager, you will be responsible for the day-to-day ownership, running and improvement of JLAs 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 JLAs 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 3 rd parties for issue resolution, roadmap updates and account / product reviews. Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Knowledge and Skills (what you know and what you can do) 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 (what you have done) 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…