Telephony Application Manager

Location Ripponden or Dublin (office 3 days a week) Salary Up to £35,000 Depending on experience Vacancy Type Permanent/Full Time Job Profile Job Profile document

Telephony Application Manager

Technology (Application Management)

Ripponden

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.

• 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 3 rd parties for issue resolution, roadmap updates and account / product reviews.

• 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).

• 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.

• 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