Team Lead - Voice and Contact Centre Services
Posted 5 days 14 hours ago by Eircom Limited
Closing Date: 25/09/2026
Location: Dublin 8
Reference #: 2106
Role Title:Team Lead - Voice and Contact Centre Services
Business Area:Delivery Assurance & Service
About This Role:The team leader will lead the Voice and Contact Centreteam servicing one of eir Business's largest dedicated Managed Servicecustomers.
They are responsible for supporting the delivery of stable,secure and high quality UnifiedCommunications and Contact Centre services across the organisation. The rolecombines deep technical expertise in Cisco Unified Communications (CUCM, Unity,IM&P, Gateways) with advanced skills in Cisco Unified Contact CentreEnterprise (UCCE, ICM, CVP, Finesse).
The role provides expert support for Cisco UC platforms,resolves complex voice issues, delivers high-quality changes and improvements,and contributes to the stability of critical business communications.
The engineer acts as a trusted technicalspecialist-supporting day to day operations, leading incident resolution, and drivingcontinuous service improvement. Working closely with network, security, contactcentre, and service management teams, the role ensures that voice services meetbusiness needs, comply with standards, and provide a seamless experience forusers and customers.
Expectations From TheRole:Key Responsibilities:
- Support Cisco Unified Communications Solutions (CUCM, Unity Connection)
- Support Cisco UCCE solutions including ICM, CVP, Finesse.
- Build and manage ICM routing scripts including calls flows, logic routing, and failover scenarios.
- Integrate voice systems with network, security, and collaboration platforms.
- Patch/Upgrade CVP, Finesse, CUIC, CUCM and gateways according to lifecycle and security requirements.
- Monitor health of UC/UCCE systems.
- Respond to and resolve voice-related support incidents across CUCM, UCCE, Unity, Cubes, SIP trunks and SIP providers.
- Perform root-cause analysis (RCA) for major incidents and implement corrective actions.
- Adherence to IT Incident, Problem, and Change procedures to ensure availability, security and reliability of the production environment.
- Participation in and support of major voice projects.
- Produce high-quality documentation including configuration guides and support material.
- Assist with capacity planning and platform lifecycle management.
- Provide on call support 24x7 as part of an on call rota.
Experience:
- Relevant technicalexperience / certification
- A minimum of five years'experience in the ICT/Telco industry.
- Knowledge and experienceof working on Cisco UC
- Experience in callrecording and UCCE would be an advantage.
- Experience in leading ateam.
- Strong track recordofeffectively assessing and managing competing priorities.
- Excellent communicationand relationship development skills
- Highly motivated, strongattention to detail, team oriented, organised.
Key Performance Indicators:
- Respond to ContactCentre and Voice-related incidents within agreed SLAs
- Ensure servicesare on-boarded in a timely manner and that the wider team is capable ofsupporting these new solutions.
- Ensurehigh-quality, accurate, and maintained technical documentation, runbooks, andSOPs.
- Ensure changerequests are completed within agreed SLAs
- Mentor / Developteam competency levels to ensure appropriate skillsets.
Competency Profile:
Technical- Skilled in log analysisand interpretation.
- Understanding of QoS,routing, switching, SBCs, and carrier SIP
- Results Focus
- Problem solving
- Analysis and Decision Making
Our purpose is to connect for a better Ireland.
Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.
Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.
We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.
If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.